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IGTC01CS - Customer Service Call Control Strategies (EN)
01 - Reeling In Unruly Customers
01 - Why calls get out of our control (1:17)
02 - 1. Call Control Strategies
01 - Give a limited response (2:18)
02 - Snatch and flip (2:44)
03 - Ask three closed-ended questions (3:57)
04 - Assertively interject (2:18)
05 - Reframe the conversation (2:13)
06 - Politely excuse yourself (2:26)
03 - 2. Proactive Conversation Management
01 - When customers feel understood, they talk less (2:21)
02 - Provide a comprehensive recap (2:22)
04 - Conclusion
01 - Start, stop, and continue exercise (1:22)
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02 - Provide a comprehensive recap
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