Working as a customer service representative, one of the most important skill is, call control. There are times when you will have to deal with customers who just wants to keep talking without getting to the point. This is the time when you will need to apply your call control skills. Here is how to apply that skill.
Things You'll Need
- A Customer service job
- A Customer
- Call control skills
When you are a customer service representative, you are expected to handle your call efficiently in order to increase productivity. When faced with a long-winded customer (a customer who wants to talk for a longer time than usual), use close-ended questions to reduce talk time.
Once the customer starts to talk, try to get as much information from the conversation. If you see that the conversation is going no where, politely interrupt the customer. This is sometimes not easy to do, but it can be done. Wait until the customer pauses, then jump in quickly and take control of the call.
When you are dealing with a customer you have to be pleasant. Sometimes a customer just wants to make small talk, which may interfere with your ability to get the job done. Reduce small talk by always answering personal questions with short answers, then quickly get back to business.
Make confirmation statements to be sure that you received all the information that you need. Recap everything at the end of the call and use your closing script. Quickly rap up the call in a pleasant tone, this will help in making sure that the customer don't feel like you are rushing them.
Tips & Warnings
- Stick to your scripts if you have one.
- Always take control of the calls, never let a customer take control of it for you.
- Don't be rude with a long-winded customer, use a professional tone of voice to interrupt politely.
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