One of the
ubiquitous quotes when your Boss is coaching you due to a high AHT (average
handle time) is this: "Don't let the customer control you, You must
control the call"
Below are applicable
hands-on tips in controlling a customer whose behavior ranges from easy-going
to a domineering type.
- Set Expectations Early
Upon
identifying the problem and diagnosing the issue, roll-out what the customer
needs to expect on the possible cause and effect of the solution/s.
- Convey Possible Solutions and the worst-case scenario
This
is a follow thru of #1, you must let the customer know your possible solutions
and the worst-case scenario early upon diagnosis
- Learn to apply the open-ended questions
If
you're seeking for a narrative, use the HOW, WHY and WHAT questions.
- Learn to apply close-ended questions
To
gain facts and confirmation, begin your question with a "DID YOU…."
or use the Where and When questions when appropriate.
- Do not afraid to interrupt but be distinct
When
you feel that the customer is overflowing his info and he seemed like a
non-stop talker, wait for his short pause and butt-in.
I
do not advise that you do this often but you may want to communicate to the
customer that you need only the important details.
- Do not do over-rapport
Getting
personal with the customer within the allowable boundaries is great and will
add a personal touch but make sure that don't over do it. It will lead to
unnecessary topics or segways.
- Initiate a call back
This
doesn't hold true for all accounts but if you feel like you have over stayed in
a call for an unreasonable basis, talk to your immediate Sup and ask permission
to call back the customer or pass it through your outbound person.
- Manage your Hold Times
AHT
sums up your time you spent with the customer + your hold time in a shift
divide that by the number of calls you received. Tip, do not get over the bar
on your hold time.
- Wrap up the call candidly
Making
this as a habit in all your calls will not only sound you professional but it's
a way to decrease handle time with the customer.