Chapter 188
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Managing Awkward Silence:
* Speak
---> tell the customer that you are checking the account info.
Sample Spiels:
(-) "Just please give me a moment while I am checking that for you."
(-) "Let me go ahead and just check that."
[Do not hum or sing.]
When to put the customer on hold:
1. Check the account in order to answer questions or make a transactions.
2. Check with a supervisor or another department
3. Reviewing answer to provide the best resolution.
Placing The Customer On Hold:
1. Ask permission
2. Provide a time frame
3. Include the reason for the hold time
4. Wait for customer's response and thank the customer
Sample Spiels:
(-) "Can I put you on hold for 1-2 mins to check your account?"
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(-) "Thanks! Please stay on the line."
If the customer really disagree:
*Small Talk:
---> A polite conversation that can be used to manage dead air.
---> A very effective way to establish rapport with the customer.
Situations and Examples:
(-) If you are pulling up a customer's account and the system is loading, you can ask him
====> "How's your day going so far?"
(-) If the dog is barking, use humour
====> "Looks like your dogs want to talk to me."
(-) For customer purchases, you can say
====> "This is a really good purchase!"
Average Handling Time:
---> How quick you resolve the issue; the goal is only 6 mins on hold.
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-END-
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@@
\
\\
...
Managing Awkward Silence:
* Speak
---> tell the customer that you are checking the account info.
Sample Spiels:
(-) "Just please give me a moment while I am checking that for you."
(-) "Let me go ahead and just check that."
[Do not hum or sing.]
When to put the customer on hold:
1. Check the account in order to answer questions or make a transactions.
2. Check with a supervisor or another department
3. Reviewing answer to provide the best resolution.
Placing The Customer On Hold:
1. Ask permission
2. Provide a time frame
3. Include the reason for the hold time
4. Wait for customer's response and thank the customer
Sample Spiels:
(-) "Can I put you on hold for 1-2 mins to check your account?"
Find authorized novels in Webnovel，faster updates, better experience，Please click www.webnovel.com for visiting.
(-) "Thanks! Please stay on the line."
If the customer really disagree:
*Small Talk:
---> A polite conversation that can be used to manage dead air.
---> A very effective way to establish rapport with the customer.
Situations and Examples:
(-) If you are pulling up a customer's account and the system is loading, you can ask him
====> "How's your day going so far?"
(-) If the dog is barking, use humour
====> "Looks like your dogs want to talk to me."
(-) For customer purchases, you can say
====> "This is a really good purchase!"
Average Handling Time:
---> How quick you resolve the issue; the goal is only 6 mins on hold.
\
\\
...
-END-
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@@ \ \\ ... Managing Awkward Silence: * Speak --- tell the customer that you are checking the account info. Sample Spiels: - "Just please give me a moment while I am checking that for you." - "Let me go ahead and just check that." Do not hum or sing. When to put the customer on hold: 1. Check the account in order to answer questions or make a transactions. 2. Check with a supervisor or another department 3. Reviewing answer to provide the best resolution. Placing The Customer On Hold: 1. Ask permission 2. Provide a time frame 3. Include the reason for the hold time 4. Wait for customer's response and thank the customer Sample Spiels: - "Can I put you on hold for 1-2 mins to check your account?" Find authorized novels in Webnovelfaster updates, better experiencePlease click www.webnovel.com for visiting. - "Thanks! Please stay on the line." If the customer really disagree: *Small Talk: --- A polite conversation that can be used to manage dead air. --- A very effective way to establish rapport with the customer. Situations and Examples: - If you are pulling up a customer's account and the system is loading, you can ask him ==== "How's your day going so far?" - If the dog is barking, use humour ==== "Looks like your dogs want to talk to me." - For customer purchases, you can say ==== "This is a really good purchase!" Average Handling Time: --- How quick you resolve the issue; the goal is only 6 mins on hold. \ \\ ... -END- @@
