Goodbye!

I’m not quitting or leaving – don’t worry about that! Today’s post is about how to properly close a customer call. Friday’s post with the link to an interesting resource also provided me with a long list of future topics, one of which was closing a call. I’ve talked about greetings before, but the goodbye is almost as important. Train your employees to use a properly close the call and it can help quite a bit.

What it should have.
Your goodbye should have the following things:

  • Asking if the customer needs anything else.
  • A thank you for calling.
  • A repeat of the representative’s name.
  • Optional: How to handle feedback.
  • Optional: Have a great day, enjoy the rest of your evening, etc.

Examples.
Here are some examples of closings that have the various elements. Obviously, tweak them so they fit your company and your processes.
Rep: Is there anything else I can help you with today?
Customer: No, I think that’s it.
Rep: OK, thank you again for calling Company XYZ. Again, my name is Bob and if you have any feedback, feel free to email it to us at feedback@companyxyz.com.

Rep: Is there anything else I can assist you with today, sir?
Customer: Nope.
Rep: Wonderful. I’d like to thank you for calling Company XYZ. Once again, my name is Bob. If you have any other issues, feel free to give us a call!

Rep: Is there anything else I can help you with today, Betty?
Customer: No, I’m fine. Thank you.
Rep: OK. Thank you again for calling Company XYZ. My name is Bob. If you would like, you may stay on the line to complete a brief survey regarding this support experience.
Customer: OK. I’ll do it.
Rep: Sure, just a moment. Thanks again for calling! Have a great day.

Remember.
An important part of closing the call is not to have your ending be too long. If it’s too long, the customer will either hang up before you are done or just think that it is unnecessarily long. The second example I gave was a bit on the long side, but wasn’t too bad.

Of course, don’t give any sort of sales pitch at the end. Those are tacky and will surely cause the customer to leave with a bad taste in their mouth. Like all greetings/endings, the thank you’s, have a nice whatever, etc., should all be sincere. If they are going to sound fake, don’t bother.

Tomorrow I will talk more about the Top 10 Commandments of Customer Service.