章 220: Lesson No. 6
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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?"
(-) "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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