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.