From the course: Customer Service: Call Control Strategies

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Assertively interject on your customer call

Assertively interject on your customer call

From the course: Customer Service: Call Control Strategies

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Assertively interject on your customer call

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- I'm a Gen Xer. I grew up in a time where kids entertained themselves outside riding bikes, playing jacks, playing hide and seek, and jump rope. Jump rope was one of my favorites. We jump rope with three girls or more. Picture one little girl at each end of the jump rope, and you're the girl or boy who's going to jump in. To jump in and not mess up and trip, timing is everything. If you're too early, you mess up the rope, too late, you mess up the rope and maybe trip. You have to be exact in your timing. When you get the timing right, you're jumping in sync, you're feeling good, and you look good in front of your friends. Interjecting with a customer who is trying to dominate a conversation is like jumping rope. Jump in too early, and the customer will feel cut off, get in too late, and the conversation has already gone on too long. But time it right and in seconds you're in control of the conversation. Assertively…

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