How to Wrap Up Customer Calls Faster Using Signposting

Get your average handle time (AHT) down using signposting! For more ideas like this, visit MyraGolden.com

[@Limbo105]

Hello Myra you're such amazing Coach!

[@treemckibbin5637]

Hi Myra :) I'm a trainer in a call centre in the UK and just wanted to say I have found your insights and resources invaluable. I was recently asked to design a module to decrease the level of manager escalations and I have used your U.S.A method in the training (copyright noted, of course :) ) I do have a question that I hope you may have further insights on. The industry I work in is largely governed by legal processes agents cannot change and a manager cannot change. I'll go as far as to say any changes can take months of committees and red tape (and sometimes courts), but customers still believe that talking to a manager will move their issue along. How would you phrase it as an agent to a customer? I have gone along the lines of 'I can feel how frustrating this has been for you and I am sorry. I don't want to disappoint you further and I want to be honest. We have policies in place that prevent us from making that change and have to follow a process which takes time. We have all the information we need and will get back to you in __ days'

[@myragolden]

Hi, Tree! I love knowing that my videos have helped you with your de-escalation training! Your phrases are perfect: 'I can feel how frustrating this has been for you, and I am sorry. I don't want to disappoint you further, and I want to be honest.' When you and your team speak genuinely, convey empathy, and strive for connection, more customers will accept the situation, even when they don't like what you've told them. Keep doing what you're doing. You got this!

[@SheldonDawson]

@@myragolden I use your techniques to train my agents.

[@AimForSuccess.S]

Hi Myra, I’ve just subscribed to your channel. Thank you for your videos ❤️

[@myragolden]

Thanks for subbing!

[@ouchaouhakim8712]

Your tips are real treats! Thanks a lot!

[@myragolden]

Glad you like them!

[@myragolden]

My pleasure!

[@SheldonDawson]

Thank you for doing this video.

[@myragolden]

My pleasure, Sheldon!

[@MsPhoenix99]

Myra is Golden

[@myragolden]

Ms. Phoenix99, thank you!!!