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If you are working as a call center agent, chances are you have experienced receiving calls from angry or irate customers. Receiving complaints from angry customers is not far fetched especially if you are handling a customer service account. Most Customer Service Associates have definitely gone through a rigorous training focusing on handling angry customers.
What if you are assigned to an order-taking account or a technical help desk account? Most of the time you just get orders or answer queries from prospective customers, wouldn’t you want to know how to deal with customers who are shouting and screaming at you on the phone? This article is ready to give you some helpful tips when you are faced with such situation.
1. Never raise your voice the moment your caller on the other line raises their voice. You will definitely feel frustrated once they start shouting out expletives to you but you need to make sure that you do not get agitated or irritated. You need to remember not to fight negativity with negativity. When you start to feel resentment towards your caller, you tend to lose your objectivity, hence resolving the customer’s complaint would be hard to achieve.
2. Keep in mind not to put the blame on your customer for the problem that will only irritate them more.
3. A lot of unhappy customers are tired of hearing that there was a glitch in the system. For example you are dealing with a customer who is complaining about their internet connection do not keep on telling them that the system is not able to do this or that. It is important that you explain to them why it is happening and what your technical people are doing to correct the problem. Just make sure that you come across as you know what you are talking about. If you are doubtful, your caller would sense that and that would add up to their anxiety.
4. Once you are a call center agent, one way or the other you will receive a call from an angry customer. You may just be at the receiving end, but remember that they are complaining about receiving a poor service they got, and the complaint is not necessarily about you. So do not take it personally. These customers sometimes only need to vent out their anger and frustration, unfortunately you happened to take the call. You need to accept that they are berating you because they resent the company you represent.
5. No matter what, resist the temptation of lying to them just to get rid of them. You will only complicate things.
6. It is okay to get help. If you feel that you have tried everything to resolve the problem, you might need to escalate the matter to your superior already. Sometimes these customers only need to hear from someone of authority; it doesn’t matter if your superior would be telling them the same thing. Complaining customers want to feel important.
7. Always look at the bigger picture. Complaints are not good for the company. Now that the economy is uncertain, you need to make sure that your company doesn’t lose their grip on the market. Your customer service skills will come in handy to protect your company.
8. Do not forget to make a follow up. Customers will appreciate it very much if you call them back just to tell them what has been done and ask them if they are satisfied with the resolution. You will never know what effect that will make on your customers. You can be sure that that particular customer will remain loyal to your company.
Call center agents are also human; there will always be off days. So it is really important that you learn to recognize your own shortcomings and remember that it is not personal.
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