What’s the first thing you want to know when you pick up a call with a customer? The weather? What they had for breakfast? Probably not: but that’s sometimes what you get. It’s no secret that some people LOVE to talk, and sometimes there are complex emotional reasons for doing so. The problem is, when you let customers control the conversation, you risk spending so much time with them that you’re neglecting your other customers and responsibilities.

When you know how to control the conversation respectfully but efficiently, you keep call times short without sacrificing customer experience, improve your service levels, and boost your overall productivity. Controlling the conversation is a complex skill but can be learned like any other.

By the end of this course, you’ll be able to:

Redirect customers when they’re off topic to keep the conversation productive

Use open and closed questioning to gain relevant information and manage the conversation

Manage customers’ expectations to prevent further issues or complaints

𝗪𝗵𝘆 𝘁𝗮𝗸𝗲 𝘁𝗵𝗶𝘀 𝗰𝗼𝘂𝗿𝘀𝗲?

This course is aimed at customer service professionals. You’ll learn strategies and techniques to keep control of the conversations with customers: making sure that issues are resolved efficiently, while maintaining positive relationships.

𝗪𝗵𝘆 𝘁𝗿𝗮𝗶𝗻 𝘄𝗶𝘁𝗵 𝗶𝗔𝗠 𝗟𝗲𝗮𝗿𝗻𝗶𝗻𝗴?

With stunning animation, memorable scripts, engaging content, and concise delivery, we offer the very best eLearning content in the world*. What’s more, you can take our courses anytime, anywhere, on any device.

Don’t just take our word for it. Enjoy a no-obligation trial - simply sign up for your FREE 7-day trial of some of our most popular courses. Visit iamlearningcontent.com/free-t... to get started.

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*That’s what our mums told us, anyway.

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