From the course: Phone-Based Customer Service
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How to fill dead air
- Have you ever experienced dead air? It can make a phone call feel awkward in a hurry. Dead air happens when we're silent while we enter something into our computer or we wait on our computer system to catch up. I'd 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's dead air on the call. Fortunately, there's 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. - 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…
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