How to Control Calls

Customer service calls can sometimes get out of control. Upset and overtalkative callers take time and energy away from other customers and tasks. This is where practical call-control strategies come into play. In this course, I explain why customer calls get out of hand and introduce a simple process to get you back in control.

Learn how to use a limited response, take control with close-ended questions, assert your way out of a bad conversation, and practice proactive call management, so customers feel heard. You’ll leave the course with actionable tips to turn long, problematic phone calls into polite and efficient interactions.

Step inside my classroom.