My boss's 'too chatty' comment turned my whole script routine around

I used to open every call with a solid 2 minute stretch about the weather or weekend plans, thought it was friendly. My boss pulled me aside after a client review and said, 'You're not a radio host, you're handling their paperwork.' So I cut it down to one quick 'how are you' line and now jump into their diploma verification details right away. My call times dropped from 14 minutes to 8 on average, and the clients actually seem more relaxed. Has anyone else gotten blunt feedback that made your work better, or was it just me being chatty for too long?

1 comments

Log in to join the discussion

Log In

1 Comment

nora1108d ago

Oh man, that sounds familiar. I had a boss tell me once that my little intro stories were making folks nervous, like I was stalling before giving them bad news. So I flipped it and started saying one line like "hey, got your forms right here" and just went. Calls got shorter and people stopped sounding so jumpy on the other end. Getting called out stung at the time but it was honestly the best thing anyone told me.

1