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In this section we're going to be discussing a model known as 123s of customer service.
I'm Pamela Unruh with Expert Village. The next point to remember in the threes series
of the 123s of customer service is to control the situation. Does that mean to control your
customer no it's a completely different factor, if you're controlling the situation your guiding
the customer whether by use of open ended or close ended questions or just by proceeding
to the next step. Now a lot of times customers especially if you have a customer on the phone
who may not have anywhere else to go, they would want to get in some very long ended
explanations. We had an experience here recently where we have a customer who continues to
call just because he's shut in he likes to talk with us, he'll call and go into all kinds
of topics that have absolutely nothing to do with our business or what we can do to
assist him. Now you can get a customer off the phone or out of the office without necessarily
being rude just stick to the task. Mr. Smith what can I do to help you today. You can even
ask at the end, does that take care of your problem. I even also ask my customers what
else can I help you with today and if they don't have any other issues they will tell
me, "well I don't have any other questions right now", which gives you the opportunity
to go ahead and close that conversation out. Remember time is valuable you want to try
and stay within those three minutes and if you take these effective steps and controlling
that conversation you will be much likely to reach that goal.