Crazy Chick's Thoughts

. . .

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 . "
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(-) "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?"
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(-) "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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