00:00Who are you? Richard Blank. What do you do? Costa Rica's call center. What are we in third grade
00:05getting in trouble in science class about to be sent to the principal? Don't do that. If somebody
00:10asks you something, buffer it, name drop it, smooth it out, bring it back with the confirmation.
00:18And that's what somebody can do to have simple structure. I'm not going to teach you how to lie
00:22on the phone, but there is some sort of structure. You're not going to compromise your ethics and it
00:27would give you the ability to not act, but react in a certain way through practice. And one of the
00:33greatest things you can do is a positive escalation. As I mentioned earlier, somebody assists you prior
00:38to a transferred call, mention their name. You're giving a gift of that compliment. If you call back,
00:43they're going to help you. They're going to thank you. And these are things that are free. You can
00:49do this every time in your first 30 seconds of an interaction. Also a huge suggestion, if I may,
00:56is you really only have a first chance to make that first impression. And so besides just asking
01:02to speak to your hobby or to ask you how you're doing, I like to do company name spikes. I
01:07like
01:07to use anonymity just for my first impression. Then I introduce myself, but I'd like to say,
01:13hey, how's St. Clair Speaks doing today? You know, I'd like to mention the name of your company better
01:18than you would to knock you out of a trance, to hear that I could be a mystery shopper, your
01:22greatest
01:23client, a family member, instead of saying, oh, we're good. Thanks. Or what are you selling or
01:27not interested? Click. No way. You should be able to buy yourself 30 seconds. You should be by
01:31yourself forward momental. No one guarantees 10 minutes. You got to earn that.
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