Nobelbiz Podcast First Contact guest Richard Blank Costa Rica's Call Center Marketing Tips.

Rhetoric: ‘the art of speaking or writing effectively’ (Merriam Webster Dictionary. In combining these two, you get the combination that prove itself to be very helpful in coaching and has a lot more benefits than just clearing up conversations. When a call center agent is paying attention to details, like introductions and descriptions.

Christian: One of the things, Richard, that you’ve said before is about integrating rhetoric and phonetic delivery and trainings, what is the methodology behind that that makes it unique?

Richard: It’s my favorite question and my secret sauce. And since you and I are friends, I’m definitely going to share it with you and your audience.

Positive verbal escalation

So it takes a lot of steps, but I’ll break it out for you simply: I always believe the beginning of a phone call, that somebody can start off the call by introducing themselves with a company name, that individual’s name. And you might say better than either the gate picker or the owner themselves. I also believe in introductions to gatekeepers or filters like Anda for example.

My communication with you was from an email after I listened to so many of your podcast, I was inspired to write you Anda wrote me back. And if it wasn’t for her, I wouldn’t be here today with you. So when people think, well, you probably just got Christian directly. No, no, I most certainly did not. In fact, I communicated with Anda about four times prior to you and I am reaching out on LinkedIn and then meeting today, not like we weren’t excited to meet one another. But once again, there are certain channels and individuals in organizations that are in charge of these things.