Effective Call Control Techniques

Why is it important to guide callers efficiently without being rude?

• To assert authority over the caller

• To reduce call duration and improve customer satisfaction

• To ensure the caller feels intimidated

• To increase the number of calls handled

What is a key benefit of using empathy in customer interactions?

• It increases the likelihood of caller venting

• It prolongs the call duration

• It helps the caller feel understood and reduces venting

• It makes the caller feel ignored

Which statement is an example of conveying empathy?

• I don't care about your problem

• I can't help you with that

• I realize this must be frustrating for you

• You are wrong about this

What is the purpose of the 'three closed-ended questions' technique?

• To assert authority over the caller

• To shift the caller from emotional to rational thinking

• To make the caller more emotional

• To confuse the caller

Which of the following is a closed-ended question?

• How do you feel about the service?

• Can you give me your rental agreement number?

• What do you think about this?

• Why are you calling today?

Why is it beneficial to ask for a series of numbers during a call?

• It forces the caller to stop talking and focus

• It helps the caller memorize the numbers

• It makes the caller more emotional

• It confuses the caller

What is the ideal number of closed-ended questions to ask back-to-back?

• One

• Two

• Three

• Four

What should be the focus when selecting closed-ended questions?

• They should be difficult to answer

• They should be open-ended

• They should be random

• They should be relevant to resolving the issue

What is a potential risk of asking too many closed-ended questions?

• It improves customer satisfaction

• It can sound like an interrogation

• It makes the caller more cooperative

• It shortens the call duration

What is the main goal of using the 'three closed-ended questions' technique?

• To make the caller more emotional

• To confuse the caller

• To assert authority over the caller

• To achieve a whole brain perspective