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How to Control a Situation in Customer Service

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Part of the video series: Customer Service Basics

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Summary: Learn how to take charge of the situation in customer service with expert training tips in this free online customer service training video clip.

Views: 519 | Tags: training, service, basics, good, skills, communication, customer, relations, employees

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About the Expert

Pamela Unruh Pamela Unruh has been working in the customer service industry for nearly 20 years. She has a great deal of experience on the subject and has been a corporate... read more

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Video Transcript

How to Control a Situation in Customer Service

In this section we're going to be discussing a model known as 123s of customer service. I'm Pamela Unruh with Expert Village. The next point to remember in the threes series of the 123s of customer service is to control the situation. Does that mean to control your customer no it's a completely different factor, if you're controlling the situation your guiding the customer whether by use of open ended or close ended questions or just by proceeding to the next step. Now a lot of times customers especially if you have a customer on the phone who may not have anywhere else to go, they would want to get in some very long ended explanations. We had an experience here recently where we have a customer who continues to call just because he's shut in he likes to talk with us, he'll call and go into all kinds of topics that have absolutely nothing to do with our business or what we can do to assist him. Now you can get a customer off the phone or out of the office without necessarily being rude just stick to the task. Mr. Smith what can I do to help you today. You can even ask at the end, does that take care of your problem. I even also ask my customers what else can I help you with today and if they don't have any other issues they will tell me, "well I don't have any other questions right now", which gives you the opportunity to go ahead and close that conversation out. Remember time is valuable you want to try and stay within those three minutes and if you take these effective steps and controlling that conversation you will be much likely to reach that goal.

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