Controlling the call (Customer Service)
I could rustle up a Morris Dancer?
 
Control your call by sticking to a structure, asking open questions when you need to and show that you are listening. Record and repeat information so the caller feels connected.

• Use open questions
• Show that you’re listening
• Record and repeat information
 
Trainer Tools
Customers on the Phone Workshop Guide
Personal Action Plan
 Documents
CSE-ESS Customers On The Phone Infographic