Crazy Chick's Thoughts Chapter 188

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Chapter 188
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. . .


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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Crazy Chick's Thoughts Chapter 188

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Crazy Chick's Thoughts Chapter 188 summary

You're reading Crazy Chick's Thoughts Chapter 188. This novel has been translated by Updating. Author: kathy_uykiat already has 512 views.

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