The first step to handle a talkative customer is to remain in control of the conversation. By leading the customer, you set the tone and decrease the likelihood of straying off-topic. The 7 tips, tools and techniques mentioned are key to keeping a talkative customer on track. This will help drive down handle times, improve service level, reduce lengthy queues, and enhance service quality.
Effective Interruption
To interrupt effectively, you need to appear as if you’re on the customer’s side. Listen and interrupt only when you can meaningfully add to what they’ve said.
Active Listening
Don’t assume where they’re going before they get there. There might be a reason why they’re saying what they’re saying that isn’t clear from their words alone. So, don’t jump to conclusions until after you’ve heard everything.
Concluding a Call
To end a call with a talkative customer, first thank them for calling and provide a summary of the outcome of the conversation.
- Thank the caller and summarize what you did for them. Example: “Thank you for calling. I have submitted your service request and a technician will call you tomorrow between 9am and 12pm to schedule an appointment.”
- Use phrases like “It was a pleasure assisting you today” or “I’m glad I could help resolve this for you.”
- Ask if they have any other questions before ending the call.
- Once it seems like the conversation is wrapping up, say something like “Well, if there is nothing else I can assist with today I will let you go.”
- End on a polite, friendly note.
Refocusing Strategies
Managing the Conversation
- Remain warm and cordial, ask specific open-ended questions.
- Use closed-end questions to control the conversation.
- Paraphrase back what the customer has said.
- Use redirects.
Actively Listening
- Give your full attention, maintain eye contact, and nod occasionally.
- Ask to-the-point questions.
Techniques to Decrease Handle Times
Employing the following techniques can lead to decreased handle times, reduced wait times, and improved service levels:
Understanding Customer Types
- Identify if the customer is naturally talkative or if they are seeking assurance that you understand their problem.
Mindset for Success
- Adopt a growth-oriented and problem-solving mindset to help customers succeed.
Call Control
- Master the art of call control to bring the conversation back to the main issue when necessary.
Effective Techniques for Communication
- Always be polite and friendly.
- Use positive language.
- Use relevant and intelligent questions to ensure the customer feels understood.