You're often under pressure to quickly get through customer service calls. In this video, learn about call control techniques for serving customers efficiently.
- There are many times when we're under pressure … to get through calls quickly. … We might have a large queue of customers waiting on hold, … or perhaps your company expects you to keep … the average length of a call below a certain amount of time. … In this video, I'm going to share some techniques you can use … to keep the call moving forward … without making your customer feel rushed. … The first tip is to keep it short. … Short, concise questions and information … help the call move faster. … They're also easier for customers … to understand and remember, … and you can still keep it short while being friendly. … For example, let's say you're making small talk … with a customer and they mentioned … that they'll be traveling to your town. … It's a great move to recommend … a favorite restaurant or activity. … The keep it short technique means … you should just pick one favorite to share … rather than running down a long list. … This may seem counterintuitive, … but another call control technique …
- Developing the perfect phone greeting
- Filling dead air
- Managing holds and transfers
- Expressing empathy
- De-escalating angry callers