Controlling the Conversation

Overview

What’s the first thing you want to know when you pick up a call with a customer? The weather? What they had for breakfast? Probably not: but that’s sometimes what you get. It’s no secret that some people LOVE to talk, and sometimes there are complex emotional reasons for doing so. The problem is, when you let customers control the conversation, you risk spending so much time with them that you’re neglecting your other customers and responsibilities.

When you know how to control the conversation respectfully but efficiently, you keep call times short without sacrificing customer experience, improve your service levels, and boost your overall productivity. Controlling the conversation is a complex skill but can be learned like any other.

Outline Learning Objectives:

• Redirect customers when they’re off topic to keep the conversation productive
• Use open and closed questioning to gain relevant information and manage the conversation
• Manage customers’ expectations to prevent further issues or complaints

Why take this course?

An effective safeguarding culture depends on everyone’s commitment to protecting all students from harm. This course will empower you to remain This course is aimed at customer service professionals. You’ll learn strategies and techniques to keep control of the conversations with customers: making sure that issues are resolved efficiently, while maintaining positive relationships.