Customer Service: Call Control Strategies

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  • Course details

    Customer service calls can sometimes get out of control. Upset and overtalkative callers take time and energy away from other customers and tasks. This is where practical call-control strategies come into play. Join customer service trainer Myra Golden as she explains the reasons customer calls get out of hand, and introduces simple strategies to get you back in control. Learn how use a limited response, take control with close-ended questions, assert your way out of a bad conversation, and practice proactive call management so customers feel heard. You’ll leave the course with a variety of actionable tips to turn long, problematic phone calls into polite and efficient interactions.

    Instructor

    • Click here to view Myra Golden’s instructor page

      Myra Golden

      Customized Engaging Customer Service Training and Author at LinkedIn Learning

      Myra Golden is an author, trainer, and keynote speaker.

      For over 20 years, Myra has been helping companies improve the customer experience through her customer service training workshops. She has a master's degree in human relations and a bachelor's degree in psychology, helping her to understand the challenges of developing the best customer experience as it relates to the psychology of the employees.

      Myra has helped McDonald's, Coca-Cola, Michelin, Frito-Lay, Vera Bradley and many others improve the customer experience through her training. She was named one of the top 10 customer service bloggers by Huffington Post, and she is the co-author of Beyond WOW: Defining A New Level of Customer Service.

    Skills covered in this course

  • Why calls get out of our control

    - I read that the average customer service call lasts two minutes longer than it needs to. Often we don't know how to get an angry customer to back down, or we struggle to move a customer from venting to a solution. Or we don't want to be rude when trying to wrap things up with a friendly, talkative customer. The problem with longer calls is the impact it has on customers who are on hold waiting for help. And it's frustrating for you too, because other things need your attention. In this course we're looking at how you can quickly move calls to closure using techniques that are effective but polite. I'll show you how to take control by asking your customer three closed ended questions. I'll help you politely excuse yourself when your customer is talkative. Plus, I'll teach you my snatch and flip technique for taking an upset customer down from a boil to a simmer, so you can wrap up the conversation. My name is Myra Golden, and for more than 20 years through my workshops I've helped…

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