Controlling the Conversation

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.