How to Shorten Incoming Customer Service Calls

Customer service jobs require short calls when possible.

Customers call the customer service hotlines when there is a problem with the product or when they need information. The goal of any company is to shorten the amount of time representatives spend talking to customers so that the representatives can take more calls and improve the efficiency of the company.

Instructions

1. Determine what the customer needs. Ask, "How can I help you?" It will get the customer to tell you the reason for the call, making it easier to deal with the problem and shorten the call. If the customer is longwinded or cannot decide what he needs, ask a question about the problem to clarify what he is seeking by asking questions.

2. Take control of the call immediately to shorten the call time. Ask the customer for clarification and short-answer questions to get on track. While it is important to stay polite, the representative can also politely interrupt the customer when necessary.

3. Use an answer-and-ask technique. Answer questions that the customer asks and then immediately ask a question to follow. For example, a customer asks about a promotion. Give the customer the information about the promotion and immediately ask if he would like to sign up for the promotion. This not only keeps control of the conversation, but it cuts the time the customer spends talking on the phone with the representative by keeping the customer focused.

References

• Customer Service Training Helper: Call Center Customer Service
• Myra Golden: Customer Service Training Tips
• Chron Small Business: Tips on Handling Incoming Customer Service Calls