Join Fancy Mills for an in-depth discussion in this video Hold: The DATE process, part of IT Service Desk: Customer Service Fundamentals.
- Every organization should have specifics…on how to place customers on hold.…Here, we'll cover best practice steps using…a simple technique called DATE.…With DATE, we can break down our steps…in a simple and easy to remember format.…The DATE technique is a positive process…that helps us overcome the reasons customers hate hold.…Now to be clear, we're not setting these people up together.…We are merely using a positive hold process.…Let's start with the first step, D, describe.…
Using our happiest tone, why we need to…place our customers on hold and inform them…of what we are going to do.…Using action verbs can really help as it lets…the customer know why we are taking action.…This should also include a timeframe.…- Brian, I'd like to place you on hold to…call my lead technician about this.…He's out in the field, but this should just take…a couple minutes to contact him.…- Avoid using words like moment, brief, just a sec,…jiffy, or second.…
Instead, give a more specific timeframe.…Best practice is around two minutes,…
Author
Fancy Mills
Released
3/22/2017First, Fancy provides guidance on how to use the right types of questions to gather information about an issue. Then, she explains how to professionally handle common customer service tasks, like escalating and transferring calls. Then, she shows how to hone interactions with customers by refining communications—acknowledging how tone and word choice can diffuse tension. She wraps up by covering common customer behavior scenarios in which the tools, techniques, and strategies from the course can be applied.
- Greeting and validating contacts
- Asking investigative and diagnostic questions
- Confirming and validating responses
- Reaching resolution and closure
- Using mute or hold on a call
- Escalating or transferring a call
- Building rapport over the phone, in writing, and face-to-face
- Refining word choice, style, and tone
- Managing conflict effectively
- Recovering unsatisfied customers
- Redirecting customers
- Identifying customer behavior
Skill Level Beginner
Duration
Views
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Introduction
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Welcome1m 24s
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1. Anatomy of a Contact
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Contact resolution3m 59s
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Contact closure2m 35s
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2. Customer Service Tasks
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Placing a contact on hold2m 19s
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Hold: The DATE process4m 7s
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When to use mute4m 14s
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Escalation procedures: Why2m 28s
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Transfer procedures3m 34s
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3. Language and Professionalism
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Refining our message3m 3s
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4. Common Help Desk Customer Service Situations
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How to say no: the steps3m 35s
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Conclusion
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Next steps1m 5s
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Video: Hold: The DATE process