Controlling the Conversation: Best Practices for Client Interactions

Created by Maddie Baldwin, Modified on Thu, 30 Jan at 9:03 AM by Maddie Baldwin

Overview

Effective communication is key to providing exceptional customer service. Controlling the conversation ensures that interactions remain productive, professional, and solution-focused. This guide will help you navigate conversations, keep discussions on track, and improve overall client satisfaction.

When to Take Control of the Conversation

There are specific situations where it is necessary to guide the conversation, including:

The client is rambling or going off-topic.

Conflicting information is being provided.

You are unable to gather the necessary details to proceed.

Delivering bad news or a negative outcome.

The client is making unreasonable demands.

The client is frustrated or dissatisfied.

Why It’s Important

Taking control of the conversation benefits both the client and the support team by:

Ensuring efficient problem-solving – Quickly identifying the core issue and avoiding unnecessary tangents.

Increasing customer satisfaction – Demonstrating professionalism while making the client feel heard and understood.

Boosting productivity – Reducing call time and maximizing efficiency.

Enhancing employee well-being – Preventing stressful interactions and empowering you to provide better service.

Setting the Tone from the Start

The first moments of a call set the foundation for a successful interaction. To guide the conversation effectively:

Identify the purpose of your call (for outbound calls).

Summarize the client’s request based on the ticket to prevent them from repeating themselves.

Communicate clearly and concisely – Avoid technical jargon to keep the conversation on track.

Restate the client’s request periodically to confirm understanding.

Listen proactively and offer guidance – Use your expertise to provide solutions instead of leaving the client to determine them alone.

Steps to Effectively Control a Conversation

Active Listening – Pay close attention to the client’s concerns to ensure effective redirection.

Identify the Need for Redirection – Recognize when the conversation is unproductive, repetitive, or escalating.

Choose the Right Redirection Technique – Select the most effective strategy based on the situation.

Implement the Chosen Technique – Use one or more methods to regain control while maintaining professionalism.

Guide the Conversation to the Desired Topic – Keep the discussion focused on resolution.

Techniques for Controlling the Conversation

Refocusing

Use refocusing to keep discussions centered on the primary topic until it is resolved. This approach helps address interruptions politely and return to the original discussion.

Example phrases:

“That’s a great question! We can definitely circle back to that.”

“Before we move on, I want to make sure I understand everything correctly…”

“That’s something I can help with. Let’s finish this part first, then we’ll go over that next.”

Signposting

Signposting involves clearly outlining what will happen next in the conversation. This method keeps both parties aligned and ensures smooth transitions.

Example phrases:

“First, I’d like to review the changes needed on the homepage.”

“Over the next few minutes, I’ll ask a few questions to better understand your needs.”

“Now that we’ve updated the images, let’s move on to the contact page changes.”

Using Questions to Guide the Conversation

Open-Ended Questions – Encourage the client to elaborate on their thoughts.

Example: “Can you tell me more about what you’d like changed?”

Close-Ended Questions – Get specific answers to keep the discussion focused.

Example: “Would you like the background to be light blue or dark blue?”

Things to Avoid

While guiding conversations, it’s essential to strike a balance between control and allowing the client to express their concerns. Avoid:

Dominating the conversation – Interrupting or talking over the client can make them feel unheard.

Being impatient – Allow the client to express their thoughts without rushing them.

Failing to listen – Ensure that all concerns are addressed and avoid making assumptions.

Key Takeaways

Acknowledge emotions and show empathy to ensure a positive experience.

Controlling the conversation does not mean preventing the client from speaking.

Maintain a calm and confident demeanor throughout the interaction.

Be flexible and adapt your approach to each client’s communication style.

Summarize key points periodically to keep the discussion structured.

Set expectations and assure the client that their concerns will be addressed in an organized manner.

Example of setting expectations:

"I understand that you have a lot you’d like to discuss. I’ll make sure we go through each item thoroughly. To ensure I can execute these updates correctly, let’s tackle them step by step."

By mastering these techniques, you can guide conversations efficiently, reduce frustration, and work collaboratively with clients to achieve the best outcomes.