Dead air happens on phone calls when you're silent while you enter something into your computer or wait on your computer system to catch up. In this video, learn how to avoid awkward dead air moments with your customers by using this time to build rapport or uncover additional customer needs.
- 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 that in another video, …
- Developing the perfect phone greeting
- Filling dead air
- Managing holds and transfers
- Expressing empathy
- De-escalating angry callers