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  • #2093160

    Identifying character types/defusing em

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    by jerryus ·

    I am looking for information and recourses such as web sites etc where I can get info on personality types etc. I have a help desk and they clashing with irate callers daily. Identifying their character types and how to defuse them is my main interest.

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    • #3868489

      Please understand me…

      by scooter ·

      In reply to Identifying character types/defusing em

      There is a great series of books created to help get an understanding of the variety of personalities out there. (What they are motivated by, etc.)

      title: “please understand me”

      the two authors have a number of tools that you could easily use to gain insight into how your crew works

      additionally, it sounds that some training could also be helpful. Soft skills are essential to succesful phone skills. This could go a long way to help the employees too. Since they would be able to artfully handle issues.

      I have some members who get all of the “crappy calls’ and others who have never had a “bad” call.

      Hope that helps!

      Scott

    • #3883168

      Identifying character types/defusing em

      by jdesouza ·

      In reply to Identifying character types/defusing em

      Our company does precisely that type of work, using a variety of tools (such as the good ones mentioned in a previous reply). I would be glad to speak to you in detail.

      John De Souza jdesouza@interaxcorp.com
      http://www.interaxcorp.com

    • #3837473

      Reply To: Identifying character types/defusing em

      by bob gately ·

      In reply to Identifying character types/defusing em

      Knowing our type doesn’t change our behaviors.

      We find it far more useful to avoid putting people into positiond for which their behaviors are counter productive.

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