30. When a Customer Won’t Stop Talking o

When a Customer Won’t Stop Talking on the Phone : 

When a Customer Won’t Stop Talking on the Phone By VanSight

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The situation : 

The situation Sometimes customers will phone for help with a problem but are upset and do not allow you to respond to their concerns or even to help them. In this example, we’ll try to get the customer to stop talking long enough so we can begin the helping process. 3

Techniques used : 

Techniques used Telephone Silence Empathy Statements Assurances of Effort Refocus Offering Choices or Empowering 4

Dialogue : 

Dialogue The customer wants some help with an issue and has been talking on the phone with an employee almost continuously for two or three minutes. 5

Dialogue : 

Dialogue Customer: ... What kind of organization are you running here? I expect to get answers to my questions immediately, and when I call you just give me the runaround [continues to talk]. Employee: [says nothing —no uh-huhs, nothing at all] Customer: And another thing ... [continues for a time]. ...Hello, are you there? 6

Dialogue : 

Dialogue Employee: Yes, I'm here. It sounds like you are pretty upset, and I’m going to help you right now . I need to get a bit more information from you so I can help, so is it OK if I ask you a few questions? Customer: Well, OK. Employee: I only have a few questions. First, can you give me your account number? 7

Explanations : 

Explanations You can’t help someone unless you get the information you need, and you can’t get that if the person is talking at you or rambling all over the place. In this example, the employee simply stops responding completely until the customer is no longer sure if the employee is still there. When the person stops his constant stream of talk to ask whether the employee is there, it creates an opening for the employee to move the conversation back to whatever the customer has called about. 8

How to Diffuse the Situation : 

How to Diffuse the Situation Note that the employee should also show the customer that his concerns and feelings are important by using an empathy statement and to assure the customer that help will be offered immediately. He then can refocus the conversation back to exploring the actual problem. This is done by asking permission or giving the person a choice. 9

How to diffuse the Situation : 

How to diffuse the Situation Keep using a calm tone of voice. Don’t continually try to interrupt the customer, because that tends to cause him or her to start over or redouble the talk. Refrain from any signs of impatience, like sighing. 10

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