Customer Service Training
Providing good quality customer service can be a challenge if you don't have the right knowledge to perform the task properly and the tools to track your success. Quantum Services, developer of the eTracker Customer Complaint Tracking Software, is a unique company in that we provide not only the software tools but the knowledge and processes needed to provide good customer service.
Tips to help Manage the Talkative Caller
Talkative people are often interesting and enjoyable, but on the telephone they can take up a lot of time. To avoid losing valuable time, a conversation with a talkative customer must be managed. There are three proven techniques that will work for you.
- Ask closed questions
- Use space control
- Provide minimal response
Other points to remember:
- Prioritize calls, long distance first
- Process calls in order, unless incoming call is long-distance
- Record incoming calls when appropriate
- Caller’s name and telephone number
- Name of person caller wishes to speak to, or caller’s request
- Message
- Date and time
- Verify information by repeating back to caller
- Initial message
- Allow caller to hang up first
- Process call immediately
Write or print legibly. If using computer, check for errors.
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