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LinkedIn Learning

Customer Service: Call Control Strategies

via LinkedIn Learning

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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

Introduction
  • Get customer calls resolved faster
1. Call Control Strategies
  • Give a limited response on your customer call
  • The snatch-and-flip call control strategy
  • Ask closed-ended questions on your customer call
  • Assertively interject on your customer call
  • Reframe the conversation with your customer
  • Politely excuse yourself on your customer call
2. Proactive Conversation Management
  • When customers feel understood, they talk less
  • Provide a comprehensive recap of your customer call
Conclusion
  • Keep building your customer phone skills

Taught by

Myra Golden

Reviews

4.8 rating at LinkedIn Learning based on 6225 ratings

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