Customer Service: Call Control Strategies

Get tips for communicating on the phone with upset customers. Discover time-saving call-control strategies to move customer issues to resolution.

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