- Duration: 23m 18s
- Skill Level: Intermediate
- Released: August 14, 2019
- Viewers: 6,009
Learn the most in-demand business, tech and creative skills from industry experts.
Course detailsCustomer 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.
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…
Watch this course anytime, anywhere. Get started with a free trial today.