This is How to Move Calls to Closure

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In a series of events, people remember the first thing, and the last thing, more than anything else. That’s why the way you open a call, and the way you end a call, is so meaningful.

Your call closing must do two things.

You need to share any next steps with your customer; and then, you need to end with a fond farewell. In this article, you’ll learn how to assertively bring calls to closure, and end with a fond farewell.

1. Start the call closure process by giving the customer any next steps.

Sharing next steps lets the customer know the call is almost over, and, this helps you to close the call quickly.

If you have next steps, just, share them. “Alright, Deon. I have processed your return. We’ll go ahead and ship the blue Nike Elite socks, and you should have those within 4-7 business days. You can check the status of your return by logging into our website.”

2. And, then you need to end with a fond farewell.

After you’ve shared any next steps, you move right into the final closure. End with the same energy and friendliness you had when you started the call. Nice farewells include: Continue reading “This is How to Move Calls to Closure”

The Most Crushing Mistake Most Customer Service People Make: Not Being Friendly o_O

shocked customer service representative

On the way into my office this morning I stopped to get coffee and breakfast for my team. I don’t do this often enough. When I managed a call center, I would regularly pick up donuts or pastries. I have to do better in my own company. Do you bring treats in for your team? If so, how often do you do it? I need the motivation to get back in gear.

I wanted to treat my small team today for working so hard over the weekend and yesterday into the evening on the big project of moving our entire eLearning roster and training modules to a new hosting site.

My first stop was at a fast food restaurant. I pulled up to the window, and this is what I heard. “Welcome to _____. Order when you’re ready.” The welcome, if you can call it that, was delivered loudly, matter-of-factly, and it even suggested that I needed to hurry up and order, and not wait until I was ready.

I placed my first order. I barely finished my sentence when the person said; “Your total is $5.12 at the first window.” I still had several more items to order! When I awkwardly said, “I actually have more things I’d like to pick up today.” the lady said, “Go ahead when you’re ready.”

I finished up this tedious ordering process, and 10 minutes later I was in the drive-thru at Starbucks, which is next door to the fast food place.

I pull up to the Starbucks drive-thru, and I am greeted with: Continue reading “The Most Crushing Mistake Most Customer Service People Make: Not Being Friendly o_O”

Affordable Customer Service E-Learning

“When I needed soft skills and call controls eLearning modules for our Walmart.com customer care agents, it quickly became apparent that Myra’s materials were the gold standard.”  

Betty Doyle, Sr. Learning Designer, Customer Care, Walmart eCommerce

Watch this short overview video to learn more about our customer service eLearning

 Learn more or try for free.

Customer Service eLearning to Help Your Employees Speak with Friendliness and Empathy, and to Handle Difficult Customers with More Ease –  with Progress Reports, Quizzes and SCORM option. 

  • Walmart called Myra’s eLearning “the gold standard and John Hancock said, The first thing that struck us was how engaging each module was….you are asked to actively participate in each module and there are action items you take away.

  • Myra has gathered up all of the best training content and activities from her live, full-day customer service workshops…the ones she delivers to companies like Coca-Cola, McDonald’s, Frito-Lay and Vera Bradley  – and neatly packaged it in a comprehensive, affordable and extremely effective new customer service eLearning package that’s a fraction of the cost of classroom training. 

  • This eLearning is super easy!  Choose an Administrator at your company and that person can add users to your account, assign courses and run progress reports with a couple clicks of the mouse!

 

 Learn more or try for free.