Hanging up on customers
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Posted Tue 31 July 2007 @ 12:01 p.m. by Sarah Putt
Here’s a tricky one for the seasoned contact centre professional – how do you hang up on a client? Nicely!
You've given them the right information or you’ve completed the deal but still they want to chat. How do you move on to the next call without offending the customer already on the phone.
The other day one of my colleagues mentioned that they should offer courses to people on how to terminate a phone call. It reminded me of the time years ago when I was at journalism school and a seasoned radio interviewer came to speak to us. I asked him then what he did when the interviewee kept talking long after what they’d said had any relevance. He told me that they gradually turn the volume down so the listener can’t hear them, and move straight onto interviewing the next guest.
So what do you do in your contact centre? Let us know in the comments below.
Categories: Leadership | Recruitment and HR