TelePro Series: Managing the Call – Regaining Control of the Call

Discover effective strategies for regaining control of a call when a customer is dominating the conversation with this training course for customer service professionals. In this course, we’ll cover timing considerations for reassuming control and outline the wedge technique to interject and positively redirect a call for a productive outcome.
This course features a user-friendly modular format you can complete at your desired pace. Learning aids include practice quizzes, interactive activities, and links to additional reading. This is module 11 of the 12-part TelePro online training series, designed to help you hone your interpersonal skills for dealing with customers over the phone.