12/22/2023 0 Comments Calm radio customer service![]() There is usually an awkward, brief silence before the agent moves on.”įind more on how to “avoid the tumbleweed” in our article: Rapport-Building Tips 3. This is where the “customer makes a joke or a little comment and the agent ignores it. “Equally, using hold appropriately works so the customer receives hold music and knows they haven’t been cut off.”ĭoing this helps to avoid the dreaded “tumbleweed moment”, as Carolyn calls it. “Phrases such as ‘I’m just going to go quiet for a minute while I read where this is up to’ works.” Not only will the customer appreciate the update, but they will recognise that the advisor is still actively working to solve their query.īut, Carolyn Blunt stresses: “It’s not necessary to jabber on senselessly all the time, especially if the advisor is reading notes or thinking.” In terms of what contact centre advisors can do to reduce and even avoid dead air time, Carolyn Blunt thinks that it is “important for advisors to keep customers informed of what they are doing.” Ask Advisors to Tell the Customer What They Are Doing “Customers are usually very tolerant if you keep them informed and they feel that you are really trying to help, and that you not just being slow or ignorant.” 2. “So, advisors should be using phrases such as: ‘Sorry to keep you waiting, thank you for your patience'” “Working as quickly and efficiently as possible, while the customer is on the line, and making good use of manners goes a long way.” It may be useful to arm customer service advisors with some examples of phrases to use when the line goes quiet, as leaving the customer “stranded” not only damages rapport but could also be considered rude.Īs Carolyn Blunt, MD at Ember Real Results, says, “if a customer says ‘hello? Are you still there?’ Then that’s the best feedback that you haven’t got it quite right.” Teach Advisors Some Polite PhrasesĬustomers are usually very tolerant if you keep them informed and they feel that you are really trying to help However, it is often difficult to avoid when an advisor is given a tough query, has slow software or a knowledge gap. What Is Dead Air Time?ĭead air time, which is the common name for periods of silence during a customer–advisor interaction, is a damaging part of the rapport-building process. Here are seven pieces of advice to help avoid dead air time in customer service calls and enhance the quality of customer–advisor conversations.
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