call center tips, Call Center Training, Closed-ended questions, Contact Center Call Control, CSR Call Control, CSR Telephone Skills, Customer Experience, Customer Service Guru, How to Control Calls, Left-brain psychology, Myra Golden
As you might know, one of the things I teach is how to control calls with customers. Specifically, how to deliver a warm customer experience while politely getting the long-winded customer to cut to the chase.
Lately, every single time I’m in a content design meeting with a new client, someone will say, “Help us control calls!”
It just so happens I was on a call this morning with a chatty-Cathy. She was such a dear and I truly enjoyed talking with her. But I had another conference call scheduled to start in 7 minutes.
I teach call control. Now I needed to control a phone call. I saw this situation as a mini-test, if you will. A test to help me keep my skills fresh.
So I used my favorite call control strategy: Ask 3 closed-ended questions back-to-back.
Here’s some insight on why this method works and what it is exactly.
When customers are long-winded, rambling or story telling, they are likely stuck in the right side of the brain. The right side of the brain tends to use more of our creative, fantasy and philosophical sides, whereas the left side of the brain focuses more on facts, numbers and analytical thinking.
As long as the customer is communicating from the right side of the brain, it will be difficult for you to control the call. You need to effectively shift your customer from the right side of the brain to the left side of the brain.
An easy and very effective way to help your customer make this shift is for you to ask your customer 3 closed-ended questions back to back.
Closed-ended questions are questions that can be answered in one word: “What is the date code on your bag of chips?” is a closed-ended question. “How would you like to handle this?” is an open-ended question.
Closed ended questions work because customers are limited to one word (or perhaps a series of numbers.) Asking closed ended questions will give you some immediate control over the phone call, but to maintain that control, you must ask closed-ended questions that require your customer to go to the left brain to retrieve the answer.
That is, you need to ask questions that require your customer to use analytical thinking, to recall, or to lookup something.
Here’s an example.
When I worked in the car rental industry, I had my staff launch three strategic closed-ended questions the moment they felt they were dealing with a long-winded caller. These are the questions my employees asked.
- What is your rental agreement number?
- Can you read me the location code located in the top right-hand corner of your agreement?
- Can you give me the exact dates of rental?
These questions never failed to get the long-winded caller to stop talking. They never failed because the questions are all closed-ended, relevant to helping the customer, and they all require the customer to use the left-brain to retrieve the answers.
- Closed-ended questions can be answered in one word
- Closed-ended questions put you in control
- Closed-ended questions move the customer from the right bran to the left brain
- Closed-ended questions keep your customers from rambling
When you are caught on a long call with a storyteller or rambler, ask 3-closed ended questions back to back. Make sure the questions are closed ended (answered in one word or series of numbers), relevant to helping the customer, and require the customer to use the left-brain. When you do, you’ll instantly be back in control of your phone calls.
I see customer service professionals and all kinds of business professionals struggling with call control. I see this a lot.