Overview
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Get tips for communicating on the phone with upset customers. Discover time-saving call-control strategies to move customer issues to resolution.
Syllabus
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Reeling In Unruly Customers
- Why calls get out of our control
- Give a limited response
- Snatch and flip
- Ask three closed-ended questions
- Assertively interject
- Reframe the conversation
- Politely excuse yourself
- When customers feel understood, they talk less
- Provide a comprehensive recap
- Start, stop, and continue exercise
