The document provides guidance on handling different types of difficult callers, including angry, abusive, talkative, argumentative, and callers with language barriers. It recommends listening empathetically, asking questions to understand the problem, offering solutions, apologizing for any inconvenience, and remaining calm. For abusive callers, the advice is to stay calm, warn them if needed, and notify a supervisor if needed. For talkative callers, tips include using their name, closed questions, and being polite but firm to end the call.
None of us get it right all the time. Part of the human experience is dealing with upset or disappointed people. Sometimes this is because of a misunderstanding, or because we didn’t deliver quality service to our customers. Learn how to deal with difficult customers.
"Now more than ever your practice can't afford to be average!"
Here are some helpful hints for Elective Surgery Practice Telephone Etiquette. Start turning more calls to consults!
None of us get it right all the time. Part of the human experience is dealing with upset or disappointed people. Sometimes this is because of a misunderstanding, or because we didn’t deliver quality service to our customers. Learn how to deal with difficult customers.
"Now more than ever your practice can't afford to be average!"
Here are some helpful hints for Elective Surgery Practice Telephone Etiquette. Start turning more calls to consults!
The business telephone etiquette displayed in organizations is indicative of the employees’ willingness and ability to efficiently assist customers - both internal and external. Take a look at this phone etiquette presentation which details telephone skills which are a part of corporate etiquette. MMM Training Solutions conducts telephone etiquette training for corporates in India.
Knowing phone etiquette rules and best practices is crucial to handling professional calls. An individual needs to follow a set of rules and regulations while interacting with the other person over the phone
We often have conversations over phone and it is very important that we pay attention to how you talk or ‘behave\' on phone. The following guidelines will help to make the first impression a good one. Professionalism is polite, thoughtful, efficient, educated and valuable at all times.
Phone Etiquette: Vocal Skills
Voice reflects attitude. Even if the words are correct and intended to be polite, tone could imply the opposite. Voice is made up of five distinct elements: tone, inflection, pitch, rate and volume. Your voice contains specific percentages of each element that makes it uniquely yours. However, there is a best practice range within which your voice sounds confident and most importantly professional.
We often have conversations over phone and it is very important that we pay attention to how you talk or ‘behave\' on phone. The following guidelines will help to make the first impression a good one. Professionalism is polite, thoughtful, efficient, educated and valuable at all times.
The business telephone etiquette displayed in organizations is indicative of the employees’ willingness and ability to efficiently assist customers - both internal and external. Take a look at this phone etiquette presentation which details telephone skills which are a part of corporate etiquette. MMM Training Solutions conducts telephone etiquette training for corporates in India.
Knowing phone etiquette rules and best practices is crucial to handling professional calls. An individual needs to follow a set of rules and regulations while interacting with the other person over the phone
We often have conversations over phone and it is very important that we pay attention to how you talk or ‘behave\' on phone. The following guidelines will help to make the first impression a good one. Professionalism is polite, thoughtful, efficient, educated and valuable at all times.
Phone Etiquette: Vocal Skills
Voice reflects attitude. Even if the words are correct and intended to be polite, tone could imply the opposite. Voice is made up of five distinct elements: tone, inflection, pitch, rate and volume. Your voice contains specific percentages of each element that makes it uniquely yours. However, there is a best practice range within which your voice sounds confident and most importantly professional.
We often have conversations over phone and it is very important that we pay attention to how you talk or ‘behave\' on phone. The following guidelines will help to make the first impression a good one. Professionalism is polite, thoughtful, efficient, educated and valuable at all times.
The Art of the Pitch: WordPress Relationships and SalesLaura Byrne
Clients don’t know what they don’t know. What web solutions are right for them? How does WordPress come into the picture? How do you make sure you understand scope and timeline? What do you do if sometime changes?
All these questions and more will be explored as we talk about matching clients’ needs with what your agency offers without pulling teeth or pulling your hair out. Practical tips, and strategies for successful relationship building that leads to closing the deal.
Accelerate your Kubernetes clusters with Varnish CachingThijs Feryn
A presentation about the usage and availability of Varnish on Kubernetes. This talk explores the capabilities of Varnish caching and shows how to use the Varnish Helm chart to deploy it to Kubernetes.
This presentation was delivered at K8SUG Singapore. See https://feryn.eu/presentations/accelerate-your-kubernetes-clusters-with-varnish-caching-k8sug-singapore-28-2024 for more details.
Software Delivery At the Speed of AI: Inflectra Invests In AI-Powered QualityInflectra
In this insightful webinar, Inflectra explores how artificial intelligence (AI) is transforming software development and testing. Discover how AI-powered tools are revolutionizing every stage of the software development lifecycle (SDLC), from design and prototyping to testing, deployment, and monitoring.
Learn about:
• The Future of Testing: How AI is shifting testing towards verification, analysis, and higher-level skills, while reducing repetitive tasks.
• Test Automation: How AI-powered test case generation, optimization, and self-healing tests are making testing more efficient and effective.
• Visual Testing: Explore the emerging capabilities of AI in visual testing and how it's set to revolutionize UI verification.
• Inflectra's AI Solutions: See demonstrations of Inflectra's cutting-edge AI tools like the ChatGPT plugin and Azure Open AI platform, designed to streamline your testing process.
Whether you're a developer, tester, or QA professional, this webinar will give you valuable insights into how AI is shaping the future of software delivery.
Smart TV Buyer Insights Survey 2024 by 91mobiles.pdf91mobiles
91mobiles recently conducted a Smart TV Buyer Insights Survey in which we asked over 3,000 respondents about the TV they own, aspects they look at on a new TV, and their TV buying preferences.
State of ICS and IoT Cyber Threat Landscape Report 2024 previewPrayukth K V
The IoT and OT threat landscape report has been prepared by the Threat Research Team at Sectrio using data from Sectrio, cyber threat intelligence farming facilities spread across over 85 cities around the world. In addition, Sectrio also runs AI-based advanced threat and payload engagement facilities that serve as sinks to attract and engage sophisticated threat actors, and newer malware including new variants and latent threats that are at an earlier stage of development.
The latest edition of the OT/ICS and IoT security Threat Landscape Report 2024 also covers:
State of global ICS asset and network exposure
Sectoral targets and attacks as well as the cost of ransom
Global APT activity, AI usage, actor and tactic profiles, and implications
Rise in volumes of AI-powered cyberattacks
Major cyber events in 2024
Malware and malicious payload trends
Cyberattack types and targets
Vulnerability exploit attempts on CVEs
Attacks on counties – USA
Expansion of bot farms – how, where, and why
In-depth analysis of the cyber threat landscape across North America, South America, Europe, APAC, and the Middle East
Why are attacks on smart factories rising?
Cyber risk predictions
Axis of attacks – Europe
Systemic attacks in the Middle East
Download the full report from here:
https://sectrio.com/resources/ot-threat-landscape-reports/sectrio-releases-ot-ics-and-iot-security-threat-landscape-report-2024/
UiPath Test Automation using UiPath Test Suite series, part 4DianaGray10
Welcome to UiPath Test Automation using UiPath Test Suite series part 4. In this session, we will cover Test Manager overview along with SAP heatmap.
The UiPath Test Manager overview with SAP heatmap webinar offers a concise yet comprehensive exploration of the role of a Test Manager within SAP environments, coupled with the utilization of heatmaps for effective testing strategies.
Participants will gain insights into the responsibilities, challenges, and best practices associated with test management in SAP projects. Additionally, the webinar delves into the significance of heatmaps as a visual aid for identifying testing priorities, areas of risk, and resource allocation within SAP landscapes. Through this session, attendees can expect to enhance their understanding of test management principles while learning practical approaches to optimize testing processes in SAP environments using heatmap visualization techniques
What will you get from this session?
1. Insights into SAP testing best practices
2. Heatmap utilization for testing
3. Optimization of testing processes
4. Demo
Topics covered:
Execution from the test manager
Orchestrator execution result
Defect reporting
SAP heatmap example with demo
Speaker:
Deepak Rai, Automation Practice Lead, Boundaryless Group and UiPath MVP
GraphRAG is All You need? LLM & Knowledge GraphGuy Korland
Guy Korland, CEO and Co-founder of FalkorDB, will review two articles on the integration of language models with knowledge graphs.
1. Unifying Large Language Models and Knowledge Graphs: A Roadmap.
https://arxiv.org/abs/2306.08302
2. Microsoft Research's GraphRAG paper and a review paper on various uses of knowledge graphs:
https://www.microsoft.com/en-us/research/blog/graphrag-unlocking-llm-discovery-on-narrative-private-data/
Dev Dives: Train smarter, not harder – active learning and UiPath LLMs for do...UiPathCommunity
💥 Speed, accuracy, and scaling – discover the superpowers of GenAI in action with UiPath Document Understanding and Communications Mining™:
See how to accelerate model training and optimize model performance with active learning
Learn about the latest enhancements to out-of-the-box document processing – with little to no training required
Get an exclusive demo of the new family of UiPath LLMs – GenAI models specialized for processing different types of documents and messages
This is a hands-on session specifically designed for automation developers and AI enthusiasts seeking to enhance their knowledge in leveraging the latest intelligent document processing capabilities offered by UiPath.
Speakers:
👨🏫 Andras Palfi, Senior Product Manager, UiPath
👩🏫 Lenka Dulovicova, Product Program Manager, UiPath
Neuro-symbolic is not enough, we need neuro-*semantic*Frank van Harmelen
Neuro-symbolic (NeSy) AI is on the rise. However, simply machine learning on just any symbolic structure is not sufficient to really harvest the gains of NeSy. These will only be gained when the symbolic structures have an actual semantics. I give an operational definition of semantics as “predictable inference”.
All of this illustrated with link prediction over knowledge graphs, but the argument is general.
Essentials of Automations: Optimizing FME Workflows with ParametersSafe Software
Are you looking to streamline your workflows and boost your projects’ efficiency? Do you find yourself searching for ways to add flexibility and control over your FME workflows? If so, you’re in the right place.
Join us for an insightful dive into the world of FME parameters, a critical element in optimizing workflow efficiency. This webinar marks the beginning of our three-part “Essentials of Automation” series. This first webinar is designed to equip you with the knowledge and skills to utilize parameters effectively: enhancing the flexibility, maintainability, and user control of your FME projects.
Here’s what you’ll gain:
- Essentials of FME Parameters: Understand the pivotal role of parameters, including Reader/Writer, Transformer, User, and FME Flow categories. Discover how they are the key to unlocking automation and optimization within your workflows.
- Practical Applications in FME Form: Delve into key user parameter types including choice, connections, and file URLs. Allow users to control how a workflow runs, making your workflows more reusable. Learn to import values and deliver the best user experience for your workflows while enhancing accuracy.
- Optimization Strategies in FME Flow: Explore the creation and strategic deployment of parameters in FME Flow, including the use of deployment and geometry parameters, to maximize workflow efficiency.
- Pro Tips for Success: Gain insights on parameterizing connections and leveraging new features like Conditional Visibility for clarity and simplicity.
We’ll wrap up with a glimpse into future webinars, followed by a Q&A session to address your specific questions surrounding this topic.
Don’t miss this opportunity to elevate your FME expertise and drive your projects to new heights of efficiency.
2. Angry Caller Abusive Caller Talktative Caller Argumentative Caller Caller has a difficulty Understanding English
3. Angry Callers Recognize the sign of an angry caller High pitched speech Long pauses Sighs Demands Short terse answers Volume gets louder
4. Why is a caller angry? Why is the caller angry? He has a specific problem which needs attention!!!
5. Steps to resolve the problem! Listen and respond with empathy! Ask specifics and details of the complaints Summarize the problem to get the guest’s agreement Offer a choice of alternatives to fix the problem Let the guest decide which alternative to use Follow through on what you agreed to do When possible, do something extra
6. While empathizing use these phrases….. I can see why you feel that way.. I understand how frustrating this must be.. That must be very upsetting..
7. Don’t Interrupt the guest. Let him vent his feelings. Try to be logical. It will anger the guest more. Put the blame on someone else. Be defensive. Always apologize for the caller’s inconvenience or regret their dissatisfaction rather than taking a personal responsibility of the problem.
8. Abusive Caller Abusive Caller A caller who goes beyond expressing anger about a problem and begins attacking the person handling the call, Often includes swearing and personal attacks
10. Stay Calm You are not the target Give the caller a warning. ‘I beg your pardon’ When the call terminates inform the supervisor immediately Handling Abusive Caller
11. Don’t try to make value judgments. Just stick to the facts. Do not be deliberately casual or act as a superior. Do not start a fight.
13. Handling talkative caller Use the caller’s name to get their attention, and when he pauses get your point across Use silence, if step 1 does not works Direct the conversation with close ended Questions like yes or no Be firm yet polite while ending the call
14. Never Never show them your boredom or frustration Never bully them or interrupt rudely Never shut them by trying to dominate them Use phrases like: ‘Sir, could you please hold for two minutes, I’m getting a call on the other line!’
15. Caller has a difficulty understanding English Try using Hindi. Do not raise your voice. Speak slowly. Try using simple phrases. Avoid using restaurant jargon. Be extra courteous.
16. Argumentative Callers Speak softly Don’t get drawn in. Don’t try to prove a point. Ask for their opinion Reply in yes or no Remain Neutral
17. Golden Words Golden Words ‘I don’t know’ ‘Let me find out for you’ ‘We can’t do that’ ‘Here’s what we can do’ ‘Hold on’ ‘Will you hold while I…’ ‘Who is this’ ‘May I have your name please’ Sentences starting with you Sentences starting with I
18. Quick tips: Handling Difficult Callers Quick tips: Handling Difficult Callers Try to identify central ideas as well as specific facts Pay attention to verbal and vocal signals Take notes Eliminate distractions while taking a call Accept the caller’s concern and build a rapport Keep an open mind, avoid judging motives Acknowledgements that are meaningful. Okay is not sufficient. Avoid saying but and however, it negates what you have said. Always say please while asking a question Always repeat the, and ask the caller whether he will like to add something
19. Now, let’s see how will you handle these situations A caller who threatens you…. A caller who insists on immediate answer to a problem.. A irate caller who wants to speak to the manager only…