11 Ways to Control your Call

If a customer service rep does not control a call, the caller is far more likely to be dis-satisfied with the answers they receive.  They are more likely to call back because they don't trust the person who answered the first time.  Controlling the call is fairly easy.  But its  not the norm in our every day lives.  In your personal life the person who calls is generally the controller - they had a purpose in calling and you are responding to it. You are the responder, the reactor.

In Customer Service the caller has a purpose in calling - its to give you their problem.  And if you don't take control of the call they won't think you took away their problem. You cannot be a mere responder.  You need to change the flow of the call to one where you are the director and they are the responder. 

Its easy to do and you probably do many of these things anyway.  Here are the common ways to control the call.

1. Ask the person to identify themselves.  Name, account number etc.  
2. Ask the person what they want.  If already told you before you asked then do a #1 or #3. 
3. Ask the person an additional question about what they just asked.  Even if you already understand it.  Ask anyway.  People want to make sure you understand their issue. 
4. Rephrase their question/concern.  
5. Explain EVERY silence.  Did you know that people assume the worst during a silence.  While you are deeply involved in computer look ups and not talking, they think you are buffing your nails.  It's true.  Tell them why you aren't talking.  "I'm looking up your account"  "Let me find that information."
6. Use their name.  Do NOT over-use it.  Twice is generally enough in one call.
7. Speak with authority. Even if  you are new or just asked someone the answer and its the first time you have said it.  Act like you are the end all be all authority.  But NEVER make up the answer.  If you end up having to back track and explain away your error, you lose ground. 
8. Learn to avoid the "uhs, uhm, yeah, errrr," stutters, hesitant pauses and any personal quirk you use when you are not sure or are nervous.  Every one of those noises makes you less of an authority to the listener.  
9. Speak lower and slower if they seem like they don't trust you or are upset.  
10. Don't speak  until you know exactly what you want to say.  Sometimes we find part of an answer and feel an obligation to say we found something.  Don't.  Don't speak unless you have a complete and organized answer.  But make sure they know why there is silence.  (see #5)
11. Ask the person if they are satisfied with your answer.  Or if they understand it, or if you can do anything else.  In some way make sure they have been given an chance to ask for more help on this subject.