- 1). Speak with a friendly, welcoming voice that will encourage the caller to speak calmly during her call. If a caller senses irritability in your voice, she is likely to become irritated and take up more call time.
- 2). Ask questions that require a short "yes" or "no" answer to avoid digressions from the caller. If you ask an open question, you are likely to get an answer that is much longer than necessary.
- 3). Repeat the caller's questions to provide clarification, but also to direct him back to the original concerns.
- 4). Accept responsibility and provide empathy to complaint callers. If a caller understands that you are willing to take the blame, she is likely to concede rather than continue with her complaint or argument.
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