Shave Minutes Off Your AHT (Average Handle Time): Proven Mind Tricks for Efficient Calls

In the high-pressure world of customer service, every second counts. But what if I told you there's a way to speed up your calls without sacrificing quality? It's true! By tapping into the science of human behavior, we can create smoother, faster interactions that leave both you and your customers feeling satisfied.

Let's dive into seven mind-bending tricks that will help you reduce your Average Handle Time (AHT) while still delivering top-notch service.

1. Project Authority: Your Secret Weapon

Ever noticed how a confident person can change the entire mood of a room? The same principle applies to customer service calls. When you project calm, credible authority, you're not just talking - you're setting the tone for the entire interaction.

Here's the science behind it: When you come across as confident and ready to help, your customer's brain actually relaxes. This makes them less likely to argue or ramble, and more likely to follow your lead.

Try this opener: "Hi, I see this issue is causing some concern. I'm here to make sense of it for you and get it resolved." This simple statement tells your customer, "I've got this," activating their trust network and making them more willing to cooperate.

2. Closed-Ended Questions: Your Time-Saving Allies

We've all been there - a customer starts venting, and before you know it, ten minutes have passed. This is where closed-ended questions come to the rescue.

Closed-ended questions are those that can be answered with a simple yes, no, or a short piece of information. They're your secret weapon for gently guiding the conversation and getting the information you need quickly.

For example:

• a) "Is the device plugged in?"
• b) "Can you confirm the account number?"
• c) "Have you tried restarting the app?"

These questions activate the brain's task-focus network, helping your customer provide concise, relevant information. It's a win-win: you get what you need, and they feel like they're making progress.

3. Make Your Customer Feel Smart

Here's a fun fact: people love feeling smart. When you make your customer feel like they're part of the solution, you're not just stroking their ego - you're engaging their problem-solving brain.

Instead of saying, "Let me fix this for you," try, "Here's something we can try together. Can you reset the modem and tell me if the light changes?"

This approach turns frustration into cooperation. Your customer feels empowered, and you're subtly guiding them towards the solution.

4. Reframe to Tame the Emotional Brain

When emotions run high, logic often goes out the window. But you can help your customer shift from their emotional right brain to their logical left brain with a technique called reframing.

Here's how it works: Instead of telling an upset customer to calm down (which rarely works), try this: "I realize this is frustrating. Let's break this down step by step so we can solve it together."

This approach acknowledges their feelings while gently redirecting them towards a solution. It's like giving their brain a new set of tracks to run on.

5. The Chemical Power of Empathy

Empathy isn't just about being nice - it's actually chemical! When you show empathy, you trigger the release of oxytocin in your customer's brain. This "trust hormone" can transform the entire interaction.

A simple statement like, "I realize how frustrating this entire thing has been for you," can work wonders. It's not just empty words - you're literally fostering trust on a biological level.

6. Positive Words for Positive Vibes

The words we choose have a powerful impact on the tone of our interactions. Negative words like "unfortunately" or "can't" can set a negative tone for the entire call.

Instead of saying, "Unfortunately, the system is down," try, "Good news! Our team's already working on the issue. I'll make sure you're updated as soon as it's resolved."

This positive framing keeps the mood upbeat and encourages faster, friendlier interactions. It's amazing how a small shift in language can change the entire dynamic of a call.

Here's the full video of Myra's 7 Mind Control Tricks 

7. The Five-Second Mental Reset

Your mindset is contagious - and it starts with you. Before each call, take just five seconds for a mental reset. Close your eyes, take a deep breath, and think, "I'm here to help."

This quick ritual calms your stress response, making you sharper, faster, and more in control. It's like hitting the refresh button on your brain, setting you up for success with each new interaction.

Implementing these techniques might feel a bit awkward at first, but with practice, they'll become second nature. You'll find yourself handling calls more efficiently, reducing your AHT without sacrificing quality or customer satisfaction.

Remember, the goal isn't just to get through calls faster - it's to create positive, efficient interactions that leave both you and your customers feeling good. By tapping into these psychological tricks, you're not just saving time - you're elevating the entire customer service experience.

So, give these strategies a try. I bet you'll be surprised at how quickly you see results. And who knows? You might even start to enjoy those challenging calls a little bit more.

Your customers will thank you, your metrics will improve, and you'll end each day feeling more accomplished and less stressed. Now that's what I call a win-win-win situation!

Want to become a call control master?

Get customer calls resolved faster from Customer Service: Call Control Strategies by Myra Golden

Check out my LinkedIn Learning course, Call Control, for an even deeper dive into this essential skill! Plus, if you have a LinkedIn Premium account, you can access it for free.