How to Get a Talkative Customer to Cut to the Chase

Stressful day at work

Research shows the average business call lasts two minutes longer than it needs to. The bitter truth is most of us spend far too much time on the phone with customers and co-workers in idle small talk or listening to the whiner, rambler, or storyteller.

So how do you politely end a call when you know it’s no longer productive?  I’ll give you six of my favorite strategies for graciously bringing a long-winded caller back to focus.

One. Apprise of a time limit early

This doesn’t mean you state that you only have a couple of minutes.  It’s the reverse of that, and it works like this:  “I don’t want to take up too much of your time.” Or “I’ve taken up enough of your time” (even when they’ve called you.) “I’m sure you’re busy, so I’ll make this quick.” “One final thing I need to cover...”

Statements like these setup time parameters for you and help you end the call quickly and politely.

Two. Interject with a question when the caller pauses

This is something you’ll do with the long-winded caller, the rambler, and the storyteller. As they are going on and on, wait for a pause and interject: with a statement like…

  •  “The first thing we need to do is…”
  • “The reason I’m calling is …” 
  • “Listen, I need to get some information from you.”
  • “Real quick, I just need a couple of numbers from you…”

Three. Use the point question technique