How to Handle an Angry Customers in a Call Center
Facing off with a shouting, unreasonable, irrational customer shows the ultimate test of any representative’s service skills. It can take you to your breaking point in case you’re not careful. Staying grounded and above the fray obliges you to discover inner quality, and persevere beyond the initial challenges. So I want to impart some tips on how to manage angry customers as a customer service agent.
1. Try to put yourself in the customer’s shoes. This sometimes means that we should take the time to place ourselves in the other person’s shoes to understand their perspective to a compromise where both parties benefit in the communication. Telling the customer that you understand their disappointment helps the customer understand that their issue is imparted and that you need to be on his or her side.
2. Try hard to prevent the caller for getting the delay. Constantly when the customer gets to you, they have been on the telephone for a period of time whether on hold or as a result of being transferred many times. The solution is to reduce the time on the call for the customer and to free up the line for different customers on hold. If you think that the call with the angry customer is going to take some time, it can help if you tell the irate customer that you would like to address the issue with your supervisor to achieve an answer and will call them once again as soon as possible.
3. Approach the customer for input into a solution. The customer is a valuable asset for input into a solution for the issue and needs nothing more to be able to effectively achieve a solution. Remember that the input from customer may not always be the definitive answer for the issue however could be a means for conceptualizing for thoughts on the best way to think of an answer that benefits all parties involved.
4. Tell the customer that you are documenting the problem. Effective documentation can also give other customer service support agents with the information of the issue and telling the customer that you simply need to impart the data further tells the customer that you and your company share in the desire to avoid the issue from happening once more.
5. Give some ways for the customer to stay in contact with you. It’s good to show that the customer that he or she has a point of contact inside the company, somebody that he or she can talk directly in the future. You can give your contact number to the customer if not, give your supervisor’s contact information. Also inform your supervisor if you give his or her contact to a customer.
6. Never put the blame on another person or your company. Don’t criticize your coworkers or your company in front of the customer and place the blame for the issue that the customer is having on them. This makes the customer think that you are the concerned about the issue which is not the case. Customers, once more, need to hear that the overall company is worried about their issue and reaching at an answer.
7. Never give the caller a deadlock solution. If you are prevented from policy to give the customer an answer that he or she feels will address his or her issue, never tell the customer that it is policy and that you are not fit to go outside with it. Company policies should be adaptable to address various customer needs and not utilized as a means to give the customer a deadlock result.
To find out more about how June Spring Contact Solutions can help you with your call center needs, call us at (US) 408 600 2621 or (AU) 08 6102 5588. You may also check our website here. There is never any obligation until you have found the perfect solution for your business.