Skill Level Intermediate
- 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 customer service professionals just like you. Join me in this LinkedIn Learning course and learn how to control conversations politely.