Learn when and how to properly place a customer on mute.
- Mute is another customer service task…that we may need to perform…while resolving an issue with the customer.…The challenge with mute,…if it's not performed correctly…it can make the customer feel frustrated and unimportant.…It's also important to understand…that muting a customer…is not the same as putting them on hold.…Let's look at how to utilize mute properly.…First, let's define mute.…When you mute a customer,…it cuts off the microphone on your phone.…
You can hear the customer,…the customer cannot hear you.…All the customer may hear is static or silence…on the other end.…It's important to note that when we use mute,…we are still on the line with the customer.…Unlike hold, where we are able and free…to perform other functions.…Mute is designed to be used mostly…when there needs to be short pause…while working with the customer.…A short pause could be any timeframe 15 seconds or less.…
Perhaps someone is talking loudly,…you need to sneeze or cough,…or you need to answer a quick question from a co-worker.…Those are acceptable times to use mute.…
Author
Fancy Mills-Knebel
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.
- Identify how to use close-ended questions in the investigation and diagnosis phase of a customer service call.
- Determine how to use open-ended questions in the investigation and diagnosis phase of a customer service call.
- Examine how to utilize probing questions in the investigation and diagnosis phase of a customer service call.
- Recognize the elements of a resolution process.
- Explore the components of the hold process.
- Review when to use the mute button during a customer service call.
- Identify the steps to follow in the escalation process.
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: When to use mute