CHAPTER 22
ENDING THE ENDLESS CALL
You know who they are. They call on your busiest day, when you’ve got eight calls to return, an important project to complete, and the need to walk out the front door at 5:00 P.M. sharp. They’re the callers who don’t want to end the call. They want to tell you about their lives, their coworkers, their families in minute detail, and to recount the story of their last hospital visit in real time.
Worse—they’re your customers. And you don’t know how to get them off the phone without being rude!
Relax. These customers, and their phone calls, can be managed. One of the following simple techniques should do the trick:
• Set out the ground rules. If you are calling or are taking a call from a known talker, you aren’t ...
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