THIS TIP WILL Reduce AHT (Average Handle Time) BY MOVING CUSTOMERS OUT OF VENTING
Contact Center Agents have contacted me twice in the last week for help in reducing Average Handle Time (AHT). I’m listening, and I have an answer. I say “an answer” because I’ll share more solutions in the coming weeks.
You can move customers out of venting, rambling, and storytelling using Reframing Statements. Reframing Statements shift conversations with challenging customers from focusing on the problem to what you can do about it. It’s positively positioning the problem.
Here are the five Reframing Statements I share in the video.
“Now, let’s see what we can do to fix this.”
“We want to get to the bottom of this as much as you do.”
“Rest assured, I will do all I can to fix this for you.”
“I certainly understand your concern. Let’s take a look and see what’s going on.”
“I will do my best to take care of this for you.”
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