How to Deal with Long-Winded Users in Customer Service Calls?
Have you ever encountered users who share long, unnecessary details when asked simple questions during customer service calls?
For instance, when inquiring about someone’s remote access, you end up hearing a lengthy explanation of their work history, login activities, and irrelevant software updates before getting a straight answer.
Do you feel awkward cutting them off while maintaining professionalism?
Any tips on managing talkative users effectively without being disrespectful?
Don’t forget, we’re also under pressure to close more calls in the same amount of time without additional resources.
#CustomerService #UserCommunication #Professionalism #TimeManagement #CallHandlingTips #CustomerInteractions
Let them ramble unless you are in a time crunch
Now that I don’t have ridiculous SLAs, I just let em talk, I don’t really care lol. Back when I had a 5min SLA I’d have to find ways to interject, if they said “blah blah blah then my flux capacitor blah blah blah” then I interrupt with “flux capacitor you say? Oh I see! So in that case…” Then I keep talking and take the mouse until I can fix the issue
It’s just finding ONE point you can interrupt them and then, whatever you do, do NOT shut up until the problem is fixed. They will start talking again. I’d walk them through every step, I’d rattle off jargon (which is USUALLY a bit no-no), I’d make shit up. Once you have a talker on the line, the only thing you can do is barge into the conversation and take over with even *more* unrelenting inane blabber.
But ofc, if you don’t have a specific SLA for calls, just listen and think about how much money you make an hour lol.
I zone out, let them cook. My brain will hear the important bits and tune out the rest
I naturally disassociate in those situations…can almost do at it will even
I got a wrap it up box with a light and speaker that plays walkoff music…
this is one of the highly desired “soft skills” of I.T.
listen, be empathetic, be patient. some people need to spell things out more.
Yup, it’s annoying. Yet in that sprawling diatribe there may well have been several clues as to what the issue was (if you didn’t already know.)
There is an art to cutting people off, but there is also an art to letting them get out what they need to so that you can do what you need to.
What’s routine for us is not for them – I’m sure a doctor doesn’t “WANT” the 5 minute explanation about every circumstance surrounding an injury/illness. A mechanic doesn’t “WANT” the extra explanation of every creak a car makes. But it’s part of the job.
Are you bound to handle time SLAs? If so, this is where call ownership comes into play. Depending on the user, you need to decide really quickly if you’re going to match their energy or counter it. With ramblers, I would counter it. They called with an issue. You need to be really into that issue.
“So let me see if I’m understanding the issue” is a good line to cut them off with cause it shows you’re engaged and ready to help. This typically works great. Can’t be rude if you’re being helpful.
Listen patiently and smile. That’s part of the “customer service” side of the job.
Just the facts ma’am.
Just shush them until they stop talking
You must be new to the game….. during my held desk/ tech support days I learn the skill of tuning out the ramblings and using selective hearing to find the keywords to their issue (while on mute I’m chatting with my cubicle buddies or my mind is drifting to other places). If I identify the issue is an easy fix sometimes I let them ramble while I multitask on other matters.
Working on a billable hours model for an MSP, I just let them talk. They’re paying for the time.
I mean, sometimes you need to tactfully cut them off. Your time is valuable and unless what they are going off on a tangent about is related to the issue, they’re wasting your time and resources
Listen and wait until they are finished speaking before responding. For persistent/insistent/rude users, I’ll ask for the CliffsNotes version.
You’ve got to learn to change your approach. I find oftentimes saying some variation of the following keeps the user on track, “I’m here to help, what’s the problem right now? I may need some additional info from you after you fill me in on today’s problem.”. After I get the gist of the issue and begin working on it, I’ll bs with them while I’m resolving the problem. Seems to work for me. Edit: this is a tactic I use at the very start of my convo with a user. Generally it steers them towards a succinct answer. That isn’t always the case though. Sometimes you’ve gotta redirect a time or two, but do it with grace.
Learning to deal with people like this is a soft skill like others said.
Making users feel comfortable and confident that you can assist them is key to your success.
Even moving away from helpdesk I still find these soft skills translate well in a corporate environment.
I let them cook.
Often they say something that is key to solving the issue. Sometimes on rare occasions, they even solve the issue their selves.
You’re getting paid to sit there and listen. I’ve done back breaking labor, so I’m grateful that this is now my job
I will listen forever because the customer appreciates it and also it takes me out of the queue for longer lol.
This sounds like burn out. This never bothered me until I was sick of the job.
I listen
My advice. If you don’t enjoy socializing and talking to people, fake it. Be pleasant. You’d be surprised how much people talk, and taking this approach got me a 12k raise in asked at my first jr system Admin role (this role did helpdesk and up as a 2 person team).
Everyone talked about how much beyyer I was than the guy before. I was just nicer and more pleasant to interact with.
I’ve never been the best tech in a job and this approach has always gotten me up the totem pole faster than my peers.
It is 9art customer service and part tech skills.
I just kinda let them talk and interject to steer the convo when i can. Sometimes users dont know what you need to know, so they just say everything thinking it will help.