2nd
2007
How to End Your Phone Calls
What you say at the end of the phone call can be just as important as what you say at the beginning of the call. If your call center has a script for how you should end every phone call, this post won’t help you much. If your call center supervisor doesn’t care how you end your phone calls then read on!
It’s true, what you say at the end of a conversation can be more important that what you said at the beginning. Take this situation for example. You talk with a man who wants a refund for a product that doesn’t offer refunds. You try to explain that he can only get a refund within 90 days and he bought the product over 1 year ago. In the beginning you try to explain this policy but he doesn’t want to listen. Eventually he gives up and you say, “Is there anything else I can help you with?” What do you think he will say? He will probably be upset and start his rant again about wanting a refund and will say, “Anything else? You didn’t help me in the first place so how could there be something else for you to help with?”
Instead, a better way to end that call would be to say something like, “If there is anything that XYZ Customer Service can do for you, please call again.” You might even opt for something easier like, “Thanks for you calling ABC Customer Support, have a nice day.”
This customer you don’t want to leave with a question. He isn’t happy and doesn’t want to answer questions, leave him with a statement and pick up another call!
Posted by Admin in Call Center Tips, Customer Service with one comment.