Dead air happens on phone calls when we're silent while we enter something into our computer or we wait on our computer system to catch up. You can proactively use this time to build rapport or uncover additional customer needs. Learn how to avoid awkward dead air moments with your customers in this video.
- Have you ever experienced dead air? It can make a phone call feel awkward in a hurry. Dead air happens when we are silent while we enter something into our computer or we wait on our computer system to catch up. I would like to simulate the experience for just a moment to show you how uncomfortable this can feel. Your screen is about to go blank for a few seconds. Now, don't worry, there's nothing wrong with the video. Ready? Okay. That probably didn't make you feel too great. But, that's what our customers experience when there is dead air on the call.
Fortunately there is a couple of techniques you can use to fill dead air and continue to build rapport. One technique is to simply explain what's going on. (keyboard clicking) - Bear with me just a moment. I'm adding some notes to our computer system so I can take care of this for you. - Another technique is to use that time to create a personal connection. We covered some techniques for doing that in another video but here's a recap. You can either fill the dead air by asking your customers questions that break the ice, or you can use your understanding of geography to comment on something related to where your customer is calling from.
You can also use dead air to gather additional information that you will need later in the call. - While we are waiting on my computer to process that I'd like to ask you a few questions. - Now it's your turn to practice. Make a list of situations where you commonly experience dead air while you're serving a customer. Then, try to fill those dead air moments using one of these techniques. If you do them right, your customers will never even notice the dead air.
- Developing the perfect phone greeting
- Filling dead air
- Managing holds and transfers
- Expressing empathy
- De-escalating angry callers