Drill 17 · 3 min
Re-engaging after a distraction
Why it matters
This moment comes when the customer gets called away in the middle of your explanation. A phone call, a kid, someone at the door. Most techs handle the return badly.
Some pick up mid-sentence as if nothing happened. " Some start the whole explanation over at full length. Here's what is going on for the customer.
When they come back, they've lost most of what you said, and they're still thinking about the call. They feel bad for making you wait. If you go on from where you stopped, they'll nod without following, and later they won't be able to explain it to anyone.
So while they're away, stop and wait. When they come back, welcome them back warmly. Recap the main point in a sentence or two.
Check that it still makes sense, then go on. In this drill, Jen's phone rings while you're explaining. Bring her back.
How it sounds
Customer
Sorry about that. Where were we?
Tech
No problem at all. Real quick, here's where we were. The camera showed the inside of the pipe is coated with grease, so snaking only opens a path through it, and it clogs again.
Customer
Oh, right. Okay. So that's why Dan's fix didn't hold.
Tech
Exactly. Does that part make sense? Any questions before I tell you how to clean it out so it stays clear?
Customer
No, that makes sense. Go ahead, I'm listening now.
To pass
- Stop talking while she is on the phone
- Welcome her back with no sign of impatience
- Recap the main point in a sentence or two and check she is following
- Go on without starting over at full length
Your customer
Jen Kowalski
Overloaded parent working from home
Explain what the camera showed. When Jen takes a call, wait. When she's back, recap in a sentence or two and check in.
The drill picks up mid-call. Jen already knows why you are there.