Customer Service eLearning & Onsite Training

This is How to Move Calls to Closure

In a series of events, people remember the first thing, and the last thing, more than anything else. That’s why the way you open a call, and the way you end a call, is so meaningful.

Your call closing must do two things.

You need to share any next steps with your customer; and then, you need to end with a fond farewell. In this article, you’ll learn how to assertively bring calls to closure, and end with a fond farewell.

1. Start the call closure process by giving the customer any next steps.

Sharing next steps lets the customer know the call is almost over, and, this helps you to close the call quickly.

If you have next steps, just, share them. “Alright, Deon. I have processed your return. We’ll go ahead and ship the blue Nike Elite socks, and you should have those within 4-7 business days. You can check the status of your return by logging into our website.”

2. And, then you need to end with a fond farewell.

After you’ve shared any next steps, you move right into the final closure. End with the same energy and friendliness you had when you started the call. Nice farewells include:

• “Thanks so much for calling us today, Jordan.”
• “I enjoyed talking with you, Teresita. I hope you enjoy your new bracelet.”
• “Well, if there’s nothing else, all that’s left is for me to wish you a great afternoon! Thank you for calling us today, Toneille.” 

Recap, and share any next steps, and end with a fond farewell. That’s all you need to do to have the perfect closure to your calls.

In this 2-minute video, I show your employees how to close a call quickly and efficiently. Share this video with your team. If you like it, check out my full telephone skills eLearning training. 

 

If you need help giving your employees the telephone skills they need, you might want to check out my Telephone Skills eLearning course.