How To Be The Best Point Of Contact - with Martin Teasdale
This week, Lee talks to fellow podcaster, Martin Teasdale, the voice behind the Get Out Of Wrap podcast and one of the most experienced contact centre operators ever, about the background in life that gave him the skills to strike up an instant rapport, the power of "JFDI", and what really goes on behind that voice on the end of the line...
KEY TAKEAWAYS
The military lifestyle, of constantly being on the move and making new friends, while often seen as a negative, actually instilled in Martin the gift of being able to quickly strike up rapport with people. Teams are often a reflection of society as a whole. You can find representatives of youth, education, the older generations, part-time workers and even those with a high level of experience. People calling into contact centres are generally not calling for fun. They always call with a purpose. They have a need. Sometimes, we must put aside our own feelings and tribulations, and engage empathetically, which can be tough. Whenever we face down a challenge, we must remember that the pain is temporary, and that all things will pass. Push through and the challenge will be little more than a memory before long.BEST MOMENTS
'There's a part of you that says - JFDI!'
'It's a microcosm of society'
'People come into work and they are dealing with the challenges of life'
'When things are going bad, it is just a moment'
VALUABLE RESOURCES
Business Problems Solved Podcast
Get Out Of Wrap Podcast - https://podcasts.apple.com/us/podcast/get-out-of-wrap-contact-centre-chat/id1462669837
ABOUT THE HOST
For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses.
In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material.
Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.
CONTACT METHOD
You can contact Lee Houghton on 07813342194
