The trick to making every call your best call is treating each call with the same amount of enthusiasm. Listen to your donor, and fully take the opportunity to address any and all concerns, as well as truly hear what they are saying. Have you ever received a call and felt like the person on the other end wasn’t listening to you? Most people will answer yes to this question. We don’t want our donors to feel that way about us.
Relating to the donors you speak with
We want to truly take the time to make the person on the other end of the line feel special and important. We can do this by fully listening to the donor and using our acknowledgement skills to let the donor know we heard them and we understand where they are coming from. After all, we ourselves have lives – whether you have young kids at home, a club you belong to, a full-time job, a few part-time jobs, classes to attend – anyone can relate to a busy schedule. It will help your call to let the donor know you understand their situation.
Relating to the donor will help you strengthen the relationship between the donor and yourself; it allows the donor to see you as a person too, not just someone calling asking them for something. Relating to someone allows you to develop a bond and create that one-of-a-kind situation for the person on the other end of the call. Truly treat them as if they are the only person you will call today.
In a world as busy as ours where the hustle and bustle of everyday life often overcomes the simple things like communication. However, we have the opportunity to take time and have a conversation with a donor, someone who has so generously given a part of themselves to help save the life of another. The person you are talking to is someone who helped save another person’s parent, or sibling, or friend. By truly taking the time and thanking the donor, as well as listening to the donor’s concerns and helping answer any questions they have, you will create a great call. If you treat them with respect and truly do your best to help them and help strengthen the relationship with their blood center, you will be able to make that call one of your best calls.
When working at a contact center, it’s hard to remember that each call is just as important as the last call you made. It hard to separate each call and take the time to listen and understand what each individual person is asking or saying. It’s our job to do just that; to take each call as though it is the only call you will make today; as if this is the most important conversation you will have. Then and only then will you be able to make each call your best call.
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