Get tips for communicating on the phone with upset customers. Discover time-saving call-control strategies to move customer issues to resolution.
Overview
Syllabus
Reeling In Unruly Customers
- Why calls get out of our control
- Give a limited response
- Snatch and flip
- Ask three closed-ended questions
- Assertively interject
- Reframe the conversation
- Politely excuse yourself
- When customers feel understood, they talk less
- Provide a comprehensive recap
- Start, stop, and continue exercise
Taught by
Myra Golden
