Have you ever wanted to know how to wrap up a call with a customer when you have no solution, and the customer's feeling some kind of way?

You know those moments when your customer isn't angry or argumentative, but instead feeling completely deflated? It’s a delicate scenario that demands a more...

Have you ever found yourself in that awkward moment at the end of a customer call, unsure whether to keep talking or wrap things up? You're not alone. Many customer service professionals struggle with recognizing the right time to close a conversation, leading to drawn-out calls and potential frustr...

Have you ever found yourself in a situation where a customer is venting their frustrations, and you struggle to regain control of the conversation? We've all been there. It's a challenging moment that can leave even the most experienced customer service professionals feeling overwhelmed. But what if...

In the high-pressure world of customer service, every second counts. But what if I told you there's a way to speed up your calls without sacrificing quality? It's true! By tapping into the science of human behavior, we can create smoother, faster interactions that leave both you and your customers f...

Ever feel like your customer conversations are running longer than they should? You're not alone. As customer service professionals, we often find ourselves in situations where we need to wrap things up efficiently without making the customer feel rushed. The good news? With a few psychological tech...

Have you ever felt like you're trapped in a never-ending phone call with a customer, desperately searching for a way to wrap things up without seeming rude? We've all been there, and it's especially challenging when you can't give the customer exactly what they want. But fear not! I've got some powe...

Ending a live chat with a customer, especially when you can't fulfill their request, requires tact, empathy, and clear communication. Here's a structured approach to handle such situations:

Express Empathy

Start by expressing understanding and empathy towards their situation. This helps in maki...

When your customer is ranting, explaining, venting, and you're at a loss for how to take the reins from them and move the call forward, try the 3-step Snatch & Flip approach.

1. Listen to grasp the problem the customer is explaining.
2. Try to identify the thing that is most upsetting to your custo...

No matter how much we wish we could, we can only sometimes resolve every customer's problem. We might not have the answers. Sometimes, we have trouble understanding what the customer wants. Communication can be a barrier. The great news is that we can significantly impact how our customers perceive ...

When customers are over-explaining and emotional, they're in the right brain. You need to get them out of the "emotional" right brain so that they can calm down and you can take over. Asking three closed-ended questions back to back will move customers out of their right brain and into their left br...

I sat down with author, consultant, and trainer Jeff Toister to discuss a familiar problem customer service professionals grapple with in contact centers – conversation control.

Jeff recorded our discussion, and you can view it here to discover a surprising reason why your calls are taking so long....