Some customers may continue the conversation even after their issue has been resolved. While taking time to build rapport is important, it’s equally important to politely end those calls and move on to the next customer.
The December issue of Customer Communicator, the training and motivation newsletter for frontline reps, suggests gently alerting the customer that the call is coming to an end, stating how the problem was resolved, and reviewing any next steps to be taken.
Familiar closing phrases include: “to summarize,” “to wrap up,” “to recap,” and “before we finish.”
The closing might sound like this: “I’m glad we were able to resolve this issue today. To summarize, we updated your contact details and restarted your subscription. If you have any concerns in the future, please call us or visit our website and click the green ‘help’ button.”
Additional techniques for ending calls with talkative customers appear in the December issue of Customer Communicator.