From the course: Phone-Based Customer Service

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Control the call with friendliness

Control the call with friendliness

From the course: Phone-Based Customer Service

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Control the call with friendliness

- There are many times when we're under pressure to get through calls quickly. We might have a large queue of customers waiting on hold, or perhaps your company expects you to keep the average length of a call below a certain amount of time. In this video, I'm going to share some techniques you can use to keep the call moving forward without making your customer feel rushed. The first tip is to keep it short. Short, concise questions and information help the call move faster. They're also easier for customers to understand and remember, and you can still keep it short while being friendly. For example, let's say you're making small talk with a customer and they mentioned that they'll be traveling to your town. It's a great move to recommend a favorite restaurant or activity. The keep it short technique means you should just pick one favorite to share rather than running down a long list. This may seem counterintuitive,…

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