Consistency: Your Key To Growth And Success
3 Ways to Improve Your Average Handle Time (AHT) on Calls
Controlling a call effectively is key to providing excellent customer service. It ensures that you can guide the conversation to a timely and satisfactory resolution while maintaining professionalism. Here are three strategies to help you better control your calls:
Tips for a Positive Opening:
Greet the customer warmly and introduce yourself.
Clearly state your willingness to help, e.g., "Hello, this is [Your Name] from [Company]. How can I assist you today?"
Show enthusiasm and readiness to resolve their issue.
b. Outline the Call Structure
Providing a brief overview of what the
- Set the Tone and Agenda Early
- Establish a Positive Opening
Tips for a Positive Opening:
Greet the customer warmly and introduce yourself.
Clearly state your willingness to help, e.g., "Hello, this is [Your Name] from [Company]. How can I assist you today?"
Show enthusiasm and readiness to resolve their issue.
b. Outline the Call Structure
Providing a brief overview of what the
customer can expect during the call can help manage their expectations and keep the conversation focused.
Tips for Structuring the Call:
Summarize the issue after listening to the customer's initial explanation, e.g., "So, if I understand correctly, you're experiencing [issue]. Is that right?"
Outline the steps you will take to resolve the issue, e.g., "First, I'll ask you a few questions to understand more about the problem. Then, we'll go through some troubleshooting steps."
Tips for Effective Questioning:
Start with open questions to get a broad understanding, e.g., "Can you describe the
Tips for Structuring the Call:
Summarize the issue after listening to the customer's initial explanation, e.g., "So, if I understand correctly, you're experiencing [issue]. Is that right?"
Outline the steps you will take to resolve the issue, e.g., "First, I'll ask you a few questions to understand more about the problem. Then, we'll go through some troubleshooting steps."
- Use Effective Questioning Techniques
- Ask Open and Closed Questions
Tips for Effective Questioning:
Start with open questions to get a broad understanding, e.g., "Can you describe the
issue you're facing?"
Follow up with closed questions to confirm specific details, e.g., "Is this happening every time you try to log in?"
Tips for Controlling Flow:
Redirect the conversation back to the topic if it strays, e.g., "I understand that's frustrating. Let's focus on fixing [specific issue] first."
Use phrases like "Let's move on to the next step" to transition smoothly between different parts of the call.
Tips for Staying Calm:
Take deep breaths and speak slowly and clearly.
Use a calm and soothing tone, regardless of the customer's emotions.
Acknowledge the customer's feelings without taking them personally, e.g., "I understand you're frustrated. Let's work together to resolve this."
Tips for Addressing Objections:
Listen to the customer's concerns fully before responding.
Provide clear, concise explanations or solutions, e.g., "I see why that could be confusing. Here's what we can do to fix it."
Reassure the customer by explaining the steps you're taking to resolve their issue, e.g., "I’m going to escalate this to our specialist team who can provide a more detailed solution."
Conclusion
Better controlling your calls as a customer service representative involves setting the tone early, using effective questioning techniques, and handling objections and emotions calmly. By establishing a positive opening, outlining the call structure, asking the right questions, controlling the conversation flow, and addressing objections professionally, you can guide the call to a timely and satisfactory resolution. These strategies not only enhance your efficiency but also improve the overall customer experience, leading to higher satisfaction and more successful interactions.
Follow up with closed questions to confirm specific details, e.g., "Is this happening every time you try to log in?"
- Control the Conversation Flow
Tips for Controlling Flow:
Redirect the conversation back to the topic if it strays, e.g., "I understand that's frustrating. Let's focus on fixing [specific issue] first."
Use phrases like "Let's move on to the next step" to transition smoothly between different parts of the call.
- Handle Objections and Emotions Calmly
- Stay Calm and Professional
Tips for Staying Calm:
Take deep breaths and speak slowly and clearly.
Use a calm and soothing tone, regardless of the customer's emotions.
Acknowledge the customer's feelings without taking them personally, e.g., "I understand you're frustrated. Let's work together to resolve this."
- Address Objections Effectively
Tips for Addressing Objections:
Listen to the customer's concerns fully before responding.
Provide clear, concise explanations or solutions, e.g., "I see why that could be confusing. Here's what we can do to fix it."
Reassure the customer by explaining the steps you're taking to resolve their issue, e.g., "I’m going to escalate this to our specialist team who can provide a more detailed solution."
Conclusion
Better controlling your calls as a customer service representative involves setting the tone early, using effective questioning techniques, and handling objections and emotions calmly. By establishing a positive opening, outlining the call structure, asking the right questions, controlling the conversation flow, and addressing objections professionally, you can guide the call to a timely and satisfactory resolution. These strategies not only enhance your efficiency but also improve the overall customer experience, leading to higher satisfaction and more successful interactions.
“Maintaining your composure, even when the customer is upset, helps you control the call and de-escalate tension."
Don't you think it's time for you to join the conversation and see what everyone is talking about?
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Published: March 11, 2024
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