The Conversation – An Introduction to Social Media View more presentations from Kevin Glasier.
My friend David Sneider of http://thinklikethecustomer.com/ shared this video with me. Enjoy!
The SOCAP Annual Conference will feature a Spotlight Session, “Leveraging Social Media to Monitor Consumer Feedback.” The moderator for this session, Myra Golden of Myra Golden Media, recently sat down for a short Question […]
HOW ZAPPOS DOES SERVICE – A CUSTOMER SERVICE COMPANY THAT ALSO SELLS August 25, 2009 1:00 – 2:00pm ET For Zappos customer service comes first, with the aim to acquire customers through word of mouth […]
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
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How to Craft Friendly Emails That WOW Customers 10 Tips to Take Your Emails to the Next Level! You’re in for a treat, because today I have for you a unique email session with the […]
These questions are from a live audience at a training Myra recently delivered in New York. 1. How do you handle the customer who immediately demands to speak to a supervisor or manager without […]
Every email that goes out from your customer service team has your company’s brand in the signature line, it puts your corporate reputation on the line, and at the fingertips of a disgruntled customer, your […]
More and more companies are discovering that Twitter can be a powerful tool for capturing the voice of the customer –and responding to that voice with immediacy. Twitter is a free social networking and […]