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text-align: right; font-family: Arial, Helvetica, sans-serif;'>October 2011</p> <p style=' font-weight: bold;'><b><i><span style='font-family:&quot;Arial&quot;,&quot;sans-serif&quot;; color:#FF9900'><em><span style='font-family:"Arial","sans-serif"'>Dear Everyone</span></em></span></i></b><br> <em>&nbsp;</em> </p> <p style=' font-weight: bold;'><em><span style="font-size:11.0pt; font-family:&quot;Arial&quot;, &quot;sans-serif&quot;">Things have changed at Voice. Brave new world!</span></em></p> <p><em><span style='font-size:11.0pt; font-family:&quot;Arial&quot;, &quot;sans-serif&quot;'>Voice is incredibly excited to be launching an entirely new way of doing recruitment for both our candidates and clients. Going forward we're redesigning our website as an online candidate database / social media platform where candidates and clients can interact without the interference of the recruitment agency. <br> <br> As a candidate you'll be able to register on our website in the following manner:</span></em></p> <p><em><span style='font-size:11.0pt; font-family:&quot;Arial&quot;, &quot;sans-serif&quot;'>1.</span></em> Register by emailing through your CV and telling us what salary you'd like to earn and what sort of job you'd like.<br> 2. We'd call you to do a full telephonic interview and role play which gets recorded and uploaded for clients to listen to on our website.<br> 3. We'd conduct two reference checks on you with current / previous employers.<br> 4. We'd upload the recorded telephonic, your cv, two reference checks to our website.<br> 5. You'll be listed completely anonymously and your listing will never be shown to your current employer. <br> 6. Clients can then search for candidates that match their needs and then they will send you a message if they're interested in meeting you.<br> 7. You get to choose based on who the employer is if you wish for them to have access to your contact details. If you do we will release them to the client for a fee. <br> 8. For this point its entirely between you and the client to take an actual job application forward.</p> <p>Why put yourself on our database? Well it's completely free and no risk to you. You gain exposure to call centres across South Africa and in the UK. The site showcases only candidates with really good references and who have passed a strict screening process. Only the top call centres agents will be on the website. You no longer have to wait on agencies to give you feedback - we're no longer involved in the recruitment process at all aside from pre screening your application.<br> <br> If you'd like to be listed please <a href="http://www.smokesurveys.com/survey.php?profile_id=426">click here</a> to update your details and one of our consultants will call you to start the registration process. You can also e-mail your cv to <a href="mailto:info@voicerecruitment.com">info@voicerecruitment.com</a> or call us on <em><strong>087 820 7045.</strong></em><strong></strong></p> <p>Also we're offering to run credit and criminal checks on your behalf for your resume to include when applying for jobs. It's essential to make a good first impression in the call centre industry. If you'd like to run either check the prices are as follows and results are normally ready within 2 - 48hrs. These amounts are to be paid upfront in cash or via EFT.<br> <br> <strong><em>Credit check will cost: R40.00<br> Criminal check will cost: R50.00</em></strong><em></em></p> <p>If you opt to register on our new website these checks will also be available to clients if you choose to display them. This makes your application stand out way more than other candidates.</p> <p><b><i><span style='font-family:"Arial","sans-serif"'><strong>Laura Baasch <br> </strong></span></i></b><span style="font-family:&quot;Arial&quot;,&quot;sans-serif&quot;;color:#FF9900">Managing Director</span></p></td> </tr> <tr style='mso-yfti-irow:0;mso-yfti-firstrow:yes;height:20pt'> <td height="74" align="left" valign="baseline" bgcolor="FF9900" style='width:78.62%; background:#FF9900; padding:.75pt .75pt .75pt .75pt; height:5pt; font-family: Arial, Helvetica, sans-serif; font-size: 10px;'><img src="http://voicerecruitment.com/images/VOICE%20Header%20mini.png" width="399" height="80"></td> </tr> <tr style='mso-yfti-irow:0;mso-yfti-firstrow:yes;height:50.25pt'> <td height="701" align="left" bgcolor="#FFFFFF" style='width:78.62%; background:#ffffff; padding:.75pt .75pt .75pt .75pt; height:50.25pt; font-family: Arial, Helvetica, sans-serif; font-size: 11pt;'><p align=left style='text-align:left; color: #000; font-size: 16px;'><span style='text-align: left'Arial', 'sans-serif''>Call us today to enquire whether or not you can apply for these incredible career moves. <br> Also feel free to click the link to e-mail through your updated resume.</span></p><hr> <table width="658" id="page-job-list-datatable"> <thead> <tr> <th width="9">&nbsp;</th> <th width="521"><div>Please Check our facebook page for these new roles</div></th> <th width="112"><div>Date/Type</div></th> </tr> </thead> <tbody> <tr data-id="5129"> <td><div> <div>1</div> </div></td> <td><div> <h4>Debt Collectors - Local</h4> <p>Bellville, Cape Town, WC, South Africa</p> </div></td> <td><div>Oct. 17, 2011</div> <div>Full-time</div></td> </tr> <tr data-id="5128"> <td><div> <div>2</div> </div></td> <td><div> <h4>IT Desktop Support Agents - PART TIME</h4> <p>Southern Suburbs, Cape Town, WC, South Africa</p> </div></td> <td><div>Oct. 17, 2011</div> <div>Part-time</div></td> </tr> <tr data-id="4365"> <td><div> <div>3</div> </div></td> <td><div> <h4>Sourcing Assistant</h4> <p>CBD, Cape Town, WC, South Africa</p> </div></td> <td><div>Sep. 28, 2011</div> <div>Full-time</div></td> </tr> <tr data-id="3983"> <td><div> <div>4</div> </div></td> <td><div> <h4>Trace Associates</h4> <p>Cape Town, WC, South Africa</p> </div></td> <td><div>Sep. 23, 2011</div> <div>Full-time</div></td> </tr> <tr data-id="3945"> <td><div> <div>5</div> </div></td> <td><div> <h4>Danish Appointment Bookers</h4> <p>CBD, Cape Town, WC, South Africa</p> </div></td> <td><div>Sep. 22, 2011</div> <div>Contract</div></td> </tr> <tr data-id="3865"> <td><div> <div>6</div> </div></td> <td><div> <h4>Debt Collectors</h4> <p>CBD, Cape Town, WC, South Africa</p> </div></td> <td><div>Sep. 20, 2011</div> <div>Full-time</div></td> </tr> </tbody> </table> <div> <div></div> <div> <div id="page-job-list-datatable_info">Jobs 1 - 6 of 6</div> </div> </div></td> </tr> <tr style='mso-yfti-irow:1;height:43.45pt'> <td height="1531" colspan=2 style='background:white;padding:.75pt .75pt .75pt .75pt; height:43.45pt'><h1><span class="Heading1Char" style='font-family:&quot;Calibri&quot;, &quot;sans-serif&quot;; mso-ascii-theme-font: minor-latin; mso-fareast-font-family:&quot;Times New Roman&quot;; mso-hansi-theme-font: minor-latin; color:#333'><span class="Heading5Char"><u>Handling Difficult Customers</u></span></span></h1> <blockquote> <p><span style='font-family:&quot;Calibri&quot;,&quot;sans-serif&quot;;mso-ascii-theme-font:minor-latin; mso-hansi-theme-font:minor-latin'>An angry customer calls your organisation with a complaint and starts shouting. So what do you do?</span></p> <p><span style='font-family:&quot;Calibri&quot;,&quot;sans-serif&quot;;mso-ascii-theme-font:minor-latin; mso-hansi-theme-font:minor-latin'> Christine Knott looks at how a simple technique called Transactional Analysis (TA) can help. </span></p> <p><span style='font-family:&quot;Calibri&quot;,&quot;sans-serif&quot;;mso-ascii-theme-font:minor-latin; mso-hansi-theme-font:minor-latin'>First a little theory. Transactional Analysis (TA) focuses on the interaction between two or more people. By understanding how we communicate, Eric Bearne, the founder of TA, discovered that changing the interaction was a way of solving emotional issues that could hinder a positive outcome to a conversation. </span></p> <p><span style='font-family:&quot;Calibri&quot;,&quot;sans-serif&quot;;mso-ascii-theme-font:minor-latin; mso-hansi-theme-font:minor-latin'>Bearne, a psychoanalytic-trained psychiatrist, believed in making a commitment to &ldquo;curing&rdquo; his patients rather than just understanding them. TA describes how people are structured psychologically. It uses a simple Parent-Adult-Child model to do this which indicates that, at any given time, a person manifests their personality through a mixture of behaviours which fall into one of the three categories, Parent, Adult or Child, known as Ego states. </span></p> <span style='font-family:&quot;Calibri&quot;,&quot;sans-serif&quot;;mso-ascii-theme-font:minor-latin; mso-hansi-theme-font:minor-latin'><strong>Parent ego state:</strong> represents the occasions when during conversations we respond in a manner that copies the behaviours and actions of parental or influential figures from our lifetime. Can you recall instances when you&rsquo;ve heard yourself thinking &lsquo;I sound just like my mother/father/teacher&rsquo;? You are reflecting and copying their behaviour. </span> <p><span style='font-family:&quot;Calibri&quot;,&quot;sans-serif&quot;;mso-ascii-theme-font:minor-latin; mso-hansi-theme-font:minor-latin'>For example, during a conversation a person may display anger by shouting at someone because they learnt from an early age that when the parent shouts the child takes notice. </span></p> <p><span style='font-family:&quot;Calibri&quot;,&quot;sans-serif&quot;;mso-ascii-theme-font:minor-latin; mso-hansi-theme-font:minor-latin'><strong>Adult ego state: </strong>represents the occasions when during conversations we draw on our lifetime of experiences as an adult to guide us objectively to a positive outcome. When we are in our Adult state we see, hear and respond to people as they really are, and have an understanding of why they are reacting as they do, rather than accepting at face value the way they choose to communicate.</span></p> <p><span style='font-family:&quot;Calibri&quot;,&quot;sans-serif&quot;;mso-ascii-theme-font:minor-latin; mso-hansi-theme-font:minor-latin'> For example, if during a telephone call our organisation is criticised we would respond with a calm, logical response which aimed at reducing or removing the emotion from the discussion in order to resolve issues in a logical and factual manner. We would adopt this state having learnt throughout our lifetime that shouting, sulking, answering back or other emotional states will detract from our ability to reach a solution, and extend the time needed to reach it. </span></p> <p><span style='font-family:&quot;Calibri&quot;,&quot;sans-serif&quot;;mso-ascii-theme-font:minor-latin; mso-hansi-theme-font:minor-latin'><strong>Child ego state:</strong> represents the occasions when during conversations we revert to behaving, feeling and thinking similarly to how we did in childhood. For example, during a conversation a person who receives criticism may react as they did in their childhood when they were reprimanded. This reaction may take on an emotional form, crying, sulking, answering back or perhaps feeling ashamed or angry. </span></p> <p><span style='font-family:&quot;Calibri&quot;,&quot;sans-serif&quot;;mso-ascii-theme-font:minor-latin; mso-hansi-theme-font:minor-latin'>When we adopt an ego state it is generally through an immediate and unconscious reaction, based on how we responded to a similar situation during our early formative years. </span></p> <p><span style='font-family:&quot;Calibri&quot;,&quot;sans-serif&quot;;mso-ascii-theme-font:minor-latin; mso-hansi-theme-font:minor-latin'>So let&rsquo;s look at the example we started with. An angry customer calls your organisation with a complaint. The customer has adopted the Parental state, learning from an early age that when their parents shouted at them, they took notice and felt bad and did all they could to make amends. By mimicking what they learnt and shouting at you they are banking on you taking notice of them, feeling bad and making amends, probably by way of an apology, refund, replacement or compensation. So what do you do? </span></p> <p><span style='font-family:&quot;Calibri&quot;,&quot;sans-serif&quot;;mso-ascii-theme-font:minor-latin; mso-hansi-theme-font:minor-latin'>You have also had childhood learning and your childhood learning may have taken one of the following routes: </span></p> <p><span style='font-family:&quot;Calibri&quot;,&quot;sans-serif&quot;;mso-ascii-theme-font:minor-latin; mso-hansi-theme-font:minor-latin'>1) you responded to someone shouting at you by shouting back <br> </span><span style='font-family:&quot;Calibri&quot;,&quot;sans-serif&quot;;mso-ascii-theme-font:minor-latin; mso-hansi-theme-font:minor-latin'>2) you responded to someone shouting at you in the same way as your caller did as a child by feeling bad and doing all you could to make amends <br> 3) you responded to someone shouting at you in an adult manner, by remaining calm, and using facts and logic to achieve a harmonious outcome for everyone. </span></p> <p><span style='font-family:&quot;Calibri&quot;,&quot;sans-serif&quot;;mso-ascii-theme-font:minor-latin; mso-hansi-theme-font:minor-latin'>If you respond with route 1 you will surprise your customer, they aren&rsquo;t expecting that sort of response as their past learning has taught them that you would take notice, feel bad and make amends. Their next response is to try again this time, shouting even louder and continuing to do so until they get the response they were looking for and expected. When this doesn&rsquo;t happen they may ask for a manager to try with someone else. Eventually, if they continue to get the route 1 response, they &lsquo;burn out&rsquo; and either end the call defeated or hang up in frustration. </span></p> <p><span style='font-family:&quot;Calibri&quot;,&quot;sans-serif&quot;;mso-ascii-theme-font:minor-latin; mso-hansi-theme-font:minor-latin'>If you respond with route 2 your customer will get the reaction they expected and move to a position of control. They will retain the Parent ego state until they have achieved the outcome that they wanted from the call. </span></p> <p><span style='font-family:&quot;Calibri&quot;,&quot;sans-serif&quot;;mso-ascii-theme-font:minor-latin; mso-hansi-theme-font:minor-latin'>By responding with routes 1 or 2 it is possible that the outcome might not be suitable to your organisation. The customer might not have the correct facts, he might be &lsquo;trying it on&rsquo;, or he might have good reason to be angry. Whatever his justification, whilst you are both operating in Parent ego states, as in route 1, or Parent and Child states, as in route 2, you are not in a position to negotiate and bring the conversation to a positive conclusion for all parties. The result is either an outcome where the customer is happy but your organisation is working at a loss, or an outcome that leads to a dissatisfied and even angrier customer, which could potentially damage the reputation of your organisation. </span></p> <p><span style='font-family:&quot;Calibri&quot;,&quot;sans-serif&quot;;mso-ascii-theme-font:minor-latin; mso-hansi-theme-font:minor-latin'>If you respond with route 3 you will be drawing on all your experiences of handling a Parental ego state and reaching a resolution that is fair and just. You may have to negotiate to achieve a suitable outcome for both parties but negotiation can only take place when both callers are acting from their Adult ego states. </span></p> <p><span style='font-family:&quot;Calibri&quot;,&quot;sans-serif&quot;;mso-ascii-theme-font:minor-latin; mso-hansi-theme-font:minor-latin'>No doubt the training and guidance you have received for dealing with difficult customers is based on maintaining an Adult state. </span></p> <p><span style='font-family:&quot;Calibri&quot;,&quot;sans-serif&quot;;mso-ascii-theme-font:minor-latin; mso-hansi-theme-font:minor-latin'>Initially it is suggested that you: </span></p> <p><span style='font-family:&quot;Calibri&quot;,&quot;sans-serif&quot;;mso-ascii-theme-font:minor-latin; mso-hansi-theme-font:minor-latin'>1) Listen to your caller&rsquo;s issues and apologise, whether it&rsquo;s your fault or not. It may not come easily to you but an apology is the first step to resolving the issue in an Adult state. &ldquo;I&rsquo;m sorry you feel this way&hellip;&rdquo;</span></p> <p><span style='font-family:&quot;Calibri&quot;,&quot;sans-serif&quot;;mso-ascii-theme-font:minor-latin; mso-hansi-theme-font:minor-latin'>2)Sit tight until they have finished complaining. Prior to making the call your customer will no doubt have practised what they intended to say, and no amount of interrupting will stop them from saying it! To react in either of these ways will prolong the point of resolution.</span></p> <p><span style='font-family:&quot;Calibri&quot;,&quot;sans-serif&quot;;mso-ascii-theme-font:minor-latin; mso-hansi-theme-font:minor-latin'> 3) Once your customer realises you are not going to respond in the way they anticipated they will start to move from Parent state to Adult state, when the logic of the current situation is realised. They will have nothing left to say and there will be no need to repeat anything because you have demonstrated that you have listened to them, and taken on board their reasons for being angry and upset.</span></p> <p><span style='font-family:&quot;Calibri&quot;,&quot;sans-serif&quot;;mso-ascii-theme-font:minor-latin; mso-hansi-theme-font:minor-latin'> 4) Once you are sure they have finished their &lsquo;script&rsquo; you can address any points that need clarification. Communicating in Adult state will require you at to ask questions so that you can fully understand all the facts. </span></p> <p><span style='font-family:&quot;Calibri&quot;,&quot;sans-serif&quot;;mso-ascii-theme-font:minor-latin; mso-hansi-theme-font:minor-latin'><br> 5) Once you are in possession of all the facts you are in a position to resolve the situation. Entering the conversation in Adult state and maintaining it will have a positive effect on your caller. Initially they may adopt a Parent state but if you choose not to respond in Parent or even Child state you will encourage them to move to Adult mode too. </span></p> <p><span style='font-family:&quot;Calibri&quot;,&quot;sans-serif&quot;;mso-ascii-theme-font:minor-latin; mso-hansi-theme-font:minor-latin'>To demonstrate and embed the learning and demonstrate understanding of Eric Bearne&rsquo;s Transactional Analysis try the following exercise. </span></p> <h1><span style='font-family:&quot;Calibri&quot;,&quot;sans-serif&quot;;mso-ascii-theme-font:minor-latin; mso-hansi-theme-font:minor-latin'><strong>Exercise 1.</strong></span></h1> <p><span style='font-family:&quot;Calibri&quot;,&quot;sans-serif&quot;;mso-ascii-theme-font:minor-latin; mso-hansi-theme-font:minor-latin'> Identify the state <br> </span><span style='font-family:&quot;Calibri&quot;,&quot;sans-serif&quot;;mso-ascii-theme-font:minor-latin; mso-hansi-theme-font:minor-latin'>1. Prepare a pack of cards for each group of three or more in your session </span> </p> <p><span style='font-family:&quot;Calibri&quot;,&quot;sans-serif&quot;;mso-ascii-theme-font:minor-latin; mso-hansi-theme-font:minor-latin'>2. Each pack of cards should include <br> &bull; 3 state cards, one printed &lsquo;adult&rsquo;, one printed &lsquo;parent&rsquo; and the third printed &lsquo;child&rsquo;. <br> &bull; 6 cards each printed with a typical customer complaint. </span></p> <p><span style='font-family:&quot;Calibri&quot;,&quot;sans-serif&quot;;mso-ascii-theme-font:minor-latin; mso-hansi-theme-font:minor-latin'>3. Hand a set of cards to each group. </span></p> <p><span style='font-family:&quot;Calibri&quot;,&quot;sans-serif&quot;;mso-ascii-theme-font:minor-latin; mso-hansi-theme-font:minor-latin'>4. Explain the task <br> &bull; Person 1 to select one of the customer complaint cards and one of the state cards <br> &bull; Person 1 relays the customer complaint to person 2 (or the rest of the group) in the style of the state printed on the card they selected. <br> &bull; Example: relay the complaint of a direct debit being taken from their account twice in one month causing bank charges, in a &lsquo;child state&rsquo;. </span></p> <p><span style='font-family:&quot;Calibri&quot;,&quot;sans-serif&quot;;mso-ascii-theme-font:minor-latin; mso-hansi-theme-font:minor-latin'>5. Person 2 responds adopting any state they choose. </span></p> <p><span style='font-family:&quot;Calibri&quot;,&quot;sans-serif&quot;;mso-ascii-theme-font:minor-latin; mso-hansi-theme-font:minor-latin'>6. Person 3 or other members of the group will act as observers and give feedback at the end of the session. Their feedback must include:<br> &bull; The state person 1 adopted to relay their complaint, was it adult, parent or child? <br> &bull; The state person 2 adopted to respond, was it adult, parent or child? <br> &bull; Feedback on how the states adopted by person 2 affected the outcome, and what could have been done differently to ensure a positive result of the complaint </span></p> <p><span style='font-family:&quot;Calibri&quot;,&quot;sans-serif&quot;;mso-ascii-theme-font:minor-latin; mso-hansi-theme-font:minor-latin'>Have you discovered any other positive words and phrases that work for you?&nbsp; If so, please let us know on our <b style='mso-bidi-font-weight:normal'><span style='color:#92D050'><a href="http://www.facebook.com/VoiceContact/"><span style='color:#F60'>facebook page!</span></a></span></b></span>&nbsp;</p> <hr> </blockquote></td> </tr> </table> </div></div><script src="http://cdn.wibiya.com/Toolbars/dir_0599/Toolbar_599622/Loader_599622.js"></script> </body></html>