Some people call it “filler words…”
Others refer to it as “needing polish…”
The signs of it are “umm…”, “uh…”, “I’m not sure…”
Sometimes a CSR may even cut the customer off to save themselves from facing it. You know what I’m talking about, don’t you?
LACK OF CONFIDENCE.
You simply can’t be very persuasive with your customers or very effective on the phone without confidence.
Some people are naturally more confident than others, yes. But everyone can become confident if they want to.
The same way professional athletes build their confidence:
Watch Game Film (Listen to your recorded calls!)
Get Generous Feedback from a Coach
Ask for Help
The path to confidence is not an overwhelming mystery. It feels overwhelming to get there, but the path itself is obvious:
Be consistent in doing the daily little things that yield major results.
If your CSRs consistently meet with you or a coach, listen to their calls, and set goals to get a little better every day, they will become more confident.