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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