Whenever a customer interrupts me, I asked them (sounding worried) if they can hear me, when they say yes, I say, oh there seems to be a delay, seems that we are talking over each other. They usually stop hehe if they interrupt me again I do it again
I just cried because I can't seem to get a control of a call when a caller talks so much and I need to repeat myself. Making me unable to hit my handling time target. Thanks for the tips. Taking notes here. :)
I use these videos (besides venting to my team lead) as a way to learn how to take over the call. As a three-month old new hire to call center job... I can tell that the staying quiet tip works every time someone starts their rant about nothing. I can manage uncomfortable silence far better than the customers do, and it works like magic!
I love your videos! You have the perfect instructional voice and method that has kept me clicking on your videos. Not only is your advice simple, it also has a tenderhearted tone that is lacking in the robotic responses I have been exposed to. Great job.
Great ideas, I am sharing with my team and suggesting they subscribe. Call control is a critical skill for any CS rep, especially in a call center. Patience and confidence are a strong 2nd and 3rd as well.
Myra I am a new phone agent. love your video because you address exactly the issues I am facing. Taking control is a big challenge. I am going to try these tips, thank you!
Hi Myra, this is great advice! I was also thinking about the video you did on how to handle when someone swears and cusses at you or yells at you. You point out how disrespectful it is and advise to draw a line. To tell the customer that you want to help but not with this language. And then you wait until they switch gears. Is something like that helpful for the customer who constantly interrupts you or talks all over you as well? Perhaps not right away but after it's happened a few times?
You are so welcome! For help with the cussing customer, check out my "What to Say" guide: classroom.myragolden.com/opt-in-678e5ca3-6a64-4d8a-8f8a-f39163efe573
I'd restate what I have multiple times in different words towards the end. I've done xyz for you did I cover everything once I go quiet and get a moment to interject a transition phrase.
Where customers say I don't understand ... because they don't like what they are hearing? Or call back for same reason and then it is made your fault 'because they don't understand' or 'need clarification.'
Sometimes customers genuinely do not understand. Other times it's a tactic. When they truly don't understand, try to break things down more simply. If they're trying to bait you, try some of the de-escalation tactics I share on the channel.
Question sometimes I have a problem losing myself in conversation with the customer and then realize I've wasted too much time, that's great for building rapport but not call handling time. Any suggestions on how to check yourself and pull out of the zone?
May i ask what script/words to say while working on the issue of customer that needs more time beacuse u have to contact another support coz the solution is beyond your tools or options but you are trying not to put the customer on hold coz you've already put the customer on hold thrice and once u ask for another hold u can already feel they're getting annoyed because of waiting.
I'm struggling with the following and I'm wondering if there's maybe another video with advice on this that I've missed.... I'm a pharmacist and I'm often in a position where the patient/customer starts a never-ending storytelling about their situation or struggles etc. For me it seems virtually impossible to put a full stop to all those additions to the story. The problem arises especially when there's other people waiting and the one taking has already completed their actual purpose of visit.. I can't imagine a nice way to stop them saying another "and" to continue, and I've been asked to work on that ... It even seems to my coworkers that I'm chit-chatting instead of working and helping because I'm rooted there, sort of incapacitated for a period of time..
Your struggle is real and common. My video on how to get customers to cut to the chase might help: ru-vid.com/video/%D0%B2%D0%B8%D0%B4%D0%B5%D0%BE-k3e_9ZwssTU.html
Yea,so I paused today with a cx and he kept talking for over 30 minutes,Asking me questions in between and telling me what he wants me to tell him. He was wanting me to repeat after him and everytime I refused to do that he kept talking even longer.
