Even calls with chatty, rambling, and disorganized customers can be handled quickly and efficiently ā if you know how.
The December issue of Customer Communicator, the training and motivation newsletter for frontline reps, recommends five techniques to keep customers on track and to resolve calls more quickly.
One of the most effective techniques is sign-posting or guiding customers by alerting them to what comes next.
One way to use sign-posting is to simply outline the flow of the call. This helps the customer to feel more in control and keeps them from veering off in the wrong direction. For example: “Iād like to start by confirming your account details, then we can discuss the current situation and the best resolution. How does that sound?”
A second use of sign-posting is to alert customers to information that you will need in the course of the call so that they can begin gathering materials. For example: “In a few moments I will need your credit or debit card details to process your order.” Or, “After I enter your contact information, I will ask you for the account number on your last statement.”
Each organization is different, but virtually all reps can find signposts that will help customers feel in control and move calls forward.
Additional techniques for managing call length appear in the December issue of Customer Communicator.