“The End”

This article is about “call control”; a subject we hear a lot about it in our industry. We are taught how to guide a call – especially right at the beginning. We need to be able to take down information in a specific order; therefore, nearly everyone understands how to ask questions right up front to complete the message prompts. Asking those questions and moving right along to the next question becomes almost a routine and ensures that the caller’s most important information has been captured.

The actual message follows. The caller usually launches into a description of their needs and with only a small amount of guidance on your part is necessary to help you tell their story in the proper order. You may need to stop the caller from giving too much information, but basically the “control” needed on your part is limited.

Clearly, we have a beginning and a middle to the data we need to accumulate for our clients; we are directed through the call by the prompts on the message form and all goes fairly smoothly. Until we get to THE END. The end of the message form and the end of the call do not always coincide and we are left “hanging” with no further prompts to help us close the call. What to do?

Take control! We are taught that it is in general, proper etiquette, for the caller to end the call. BUT not in our case! We need to take charge and close the call.

Here are several ways to do it.

• “Mrs. Smith, let me repeat your message. ‘Your son, Ryan, has a fever of 102 degrees; you would like a call from the Nurse Practitioner when the office opens.’ Is that correct? I will make sure that your message is waiting when they arrive. I hope Ryan feels better soon.”
•  “I will page Mr. Jones with your information, Mr. Thomas; you can expect a call back between 1 and 4 this afternoon. Thank you for calling Ridgeway Tree Service.”
•  “If there is nothing else you’d like to add to your message, Mrs. Potter, I will send a text to Mr. Black and ask him to return your call. Have a nice day.”
• “Let me get this message to Dr. Blake’s assistant right away; please keep your line open for his call.”
•  “I will send your message to Mr. Pearson as soon as we conclude our call, Mrs. North. Is there anything you would like to add?”

Repeating the message assures that it is correct and acts as a natural close. This is the best way to end a call. Telling the caller what you are going to do or what to expect are also ways close the call. Other “famous last words” are. “Thank you for calling.” “Have a nice day”; “I hope you (he /she) feel better”; “Is there anything else I can do? “ “I’ll do this right away, goodbye.” When you give a strong signal that the call is at an end, the caller will respond appropriately 99% of the time. THE END – is a part of your job; with a little practice you will do it well.