How to maintain control of a customer service call?
maintain control
Customer service calls can be challenging, with customers expressing a wide range of emotions and issues. So, call control is an important, but tricky skill for a customer support representative.
Having said that, let’s explore some valuable tips on how to maintain control of a customer service call.
Actively Listen
The first step in maintaining control of a customer service call is to actively listen to the customer. Pay close attention to their concerns and ensure they feel heard and understood. Use verbal cues such as “I see,” “I understand,” and “Tell me more” to convey your attentiveness. Listening actively not only helps you gather all the necessary information but also reassures the customer that their issues are being taken seriously.
Stay Solutions-Oriented
To maintain control of the call, adopt a solutions-oriented approach. If a customer tries to shift the conversation to unrelated topics, instead of dwelling on them, try to refocus the conversation back to the issue at hand. Always wait for the customer to pause, before redirecting the conversation. Remember to not make it rude, and to focus on finding a solution with little deviations.
Offer viable solutions, be open to compromises, and involve the customer in the decision-making process whenever possible. By doing so, you empower the customer, making them feel valued and in control of the outcome.
Use Call Control Techniques
To maintain control of the call, utilize various call control techniques. The “acknowledge, bridge, and pivot” approach is one such technique. Acknowledge the customer’s concern, bridge the conversation towards a solution, and pivot away from negative or unproductive discussions.
For instance, if a customer is dissatisfied with a specific aspect of the service, acknowledge their frustration, bridge to a solution by explaining how the issue can be resolved, and pivot towards discussing additional benefits or features that may interest the customer.
Other important tips to maintain the call control:
- Try to get the most information as early as possible in the call.
- Ask them open-ended and close-ended questions.
- Prepare specific questions for customers who may have trouble explaining the issue.
- Inject your comments only when necessary.
- Before concluding the call, summarize the actions taken and the resolutions provided.
Conclusion
Remember, every customer interaction is an opportunity to build a lasting and meaningful relationship with your clientele. Thus, it’s important to maintain control of the call to ensure a positive experience for both the customer and the agent.
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With there being 3.5 billion smartphone users in the world, mobile becomes one of the key elements of an omnichannel strategy. With the addition of hundreds of millions of users in a month, it makes sense for a customer to seek support on their mobile devices too.
According to a study conducted by SuperOffice, 90% of customers stated their customer service experience on mobile was negative and 52% of customers said that a poor mobile experience makes them less inclined to the brand. To improve on this factor, make it easier for your customer to navigate and get support. The top complaint of customers for customer service on a mobile site was “difficult to navigate”.
With there being 3.5 billion smartphone users in the world, mobile becomes one of the key elements of an omnichannel strategy. With the addition of hundreds of millions of users in a month, it makes sense for a customer to seek support on their mobile devices too.
According to a study conducted by SuperOffice, 90% of customers stated their customer service experience on mobile was negative and 52% of customers said that a poor mobile experience makes them less inclined to the brand. To improve on this factor, make it easier for your customer to navigate and get support. The top complaint of customers for customer service on a mobile site was “difficult to navigate”.