Course: Controlling the Conversation | BusinessBalls: Leadership, Compliance, Soft Skills Training
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Course overview
What’s the first thing you want to know when you pick up a call with a customer? The weather? What they had for breakfast? Probably not: but that’s sometimes what you get. It’s no secret that some people LOVE to talk, and sometimes there are complex emotional reasons for doing so. The problem is, when you let customers control the conversation, you risk spending so much time with them that you’re neglecting your other customers and responsibilities.
When you know how to control the conversation respectfully but efficiently, you keep call times short without sacrificing customer experience, improve your service levels, and boost your overall productivity. Controlling the conversation is a complex skill but can be learned like any other.
Learning objectives:
- Redirect customers when they’re off topic to keep the conversation productive
- Use open and closed questioning to gain relevant information and manage the conversation
- Manage customers’ expectations to prevent further issues or complaints
Why you should take this course
This course is aimed at customer service professionals. You’ll learn strategies and techniques to keep control of the conversations with customers: making sure that issues are resolved efficiently, while maintaining positive relationships.
Course resources
Complete the eModule to gain your certificate (subscription required).
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