5 Ways to Get Your AHT Down (Call Control)

Summary

This video offers five psychological techniques for customer service professionals to efficiently handle difficult conversations, especially when delivering bad news or saying 'no.' The steps include validating the customer's emotions, empathizing without minimizing, using strategic timing to control the conversation, signposting the next steps, recapping to address common questions, and leading the customer to the next phase smoothly. These methods help reduce unnecessary talk time, prevent emotional escalation, and improve customer satisfaction, ultimately enhancing control over the conversation and reducing average handle time (AHT).

Takeaways

• 😀 Linking the communication chain is crucial: Validate customer emotions with one authentic sentence to prevent emotional escalation and extended talk time.
• 😀 Use empathy without assuming emotions: Phrases like 'I realize this has been frustrating for you' help acknowledge feelings without minimizing them.
• 😀 Transparency and genuineness matter: Always communicate truthfully when linking the communication chain.
• 😀 Double Dutch method: Observe the customer's conversation flow and jump in at the right moment, not too early or abruptly, to maintain control of the call.
• 😀 Signposting prepares customers: Inform them of upcoming steps or information needed so they can assist you efficiently.
• 😀 Examples of signposting: 'I'll need your credit card,' 'Please have your spouse on the line,' or 'Next, we will do this...' to help the customer anticipate actions.
• 😀 Recap proactively: Answer all common end-of-call questions before they are asked to reduce anxiety and shorten call duration.
• 😀 Walking the customer to the door metaphorically: Guide them to the next steps clearly and politely to conclude the call smoothly.
• 😀 Applying these techniques reduces Average Handle Time (AHT): Consistently using all five methods leads to more efficient and controlled calls.
• 😀 Practicing these strategies creates positive customer experiences: Customers feel heard, understood, and guided effectively through the interaction.

Q & A

What is the main challenge customer service professionals face according to the video?

One of the biggest challenges customer service professionals face is controlling conversations and getting customers off the phone, especially when they have to deny requests or give bad news.

What is the 'communication chain' and why is it important?

The communication chain refers to linking a message to the other person in a conversation. If this chain breaks due to ignoring or dismissing a customer’s emotions, they move to the emotional right side of the brain, resulting in more venting, questions, and longer talk times.

What are the three steps to effectively link the communication chain?

The three steps are: 1) Validate the customer’s feelings or show empathy, 2) Be transparent and genuine in your response, and 3) Link the chain with only one authentic sentence.

Can you give examples of phrases to link the communication chain?

Yes, some examples include: 'I realize this has been frustrating for you,' 'I can see your point on that,' and 'We want to get to the bottom of this as much as you do.'

What is the 'Double Dutch' method in controlling calls?

The Double Dutch method is about observing the flow of the conversation, being fully present, and jumping in at the right moment rather than waiting for perfection or being abrupt. This helps maintain control and respect in the interaction.

How does signposting help during customer interactions?

Signposting prepares the customer for what is coming next, such as providing information or taking actions. This helps the customer help the agent, reduces delays, and makes the process smoother.

What is the purpose of a recap at the end of a call?

Recapping at the end of a call answers anticipated questions proactively, reduces the risk of losing control over the conversation, and shortens overall talk time by addressing concerns before the customer asks them.

What does 'walking the customer to the door' mean?

It is a metaphor for concluding the interaction gracefully by guiding the customer to the next steps, expressing closure, and ensuring they leave the conversation satisfied.

How do these five techniques collectively benefit customer service interactions?

These techniques—linking the communication chain, Double Dutch, signposting, recapping, and walking the customer to the door—help reduce unnecessary venting, shorten talk time, improve customer satisfaction, and allow the agent to maintain control efficiently.

Why is it important not to assume a customer’s emotions when validating them?

Assuming emotions like anger or frustration can be dismissive or inaccurate. Using neutral terms like 'frustrating' validates the customer’s feelings without overstepping or minimizing their experience.

How can agents anticipate the questions customers will ask at the end of a call?

Agents can analyze past calls per issue category to determine the common questions that arise at the end of a call and address them proactively during the recap.

What is the effect of using these techniques consistently over time?

Consistent use develops a practice of making customers feel heard and understood, reduces emotional venting, shortens talk time, and leads to smoother, more controlled interactions.