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What to Do with Irate Callers

Posted on January 16, 2017 | No Comments on What to Do with Irate Callers

Irate callers are already part of the call center life. Almost every shift you’d encounter someone screaming at you over the phone for different reasons. Of course, it isn’t your job to absorb all these frustrations, and you are actually allowed to end the call if the situation gets pretty nasty. However, it is part of your job to pacify the dissatisfied customer and make it known to them that the situation will be taken care of. How to do that? Here are a few tips.

Empathy is different from sympathy. At one point in your life, you’ve been a customer, and you know how it feels if you’re not getting the service that you are paying for. It’s pretty much the same for your customer. However, instead of sympathizing and maybe telling them you feel sorry about the situation, you might want to sound like you understand the situation and you know how to take care of it.

Suggested spiel: I understand your frustration. Let me look into this so we can get it taken care of.

“Do not put me on hold!”. Your customer might have been transferred from one agent to the next and is already tired of being put on hold. Though it might be against the company SOP, you can still honor the customer’s request. Thing is, in these case, customers usually need to be placed on hold because of obvious reasons – you have to check the issue the customer is complaining about or the issue is a bit peculiar that you have to ask your supervisor about it. In that case, you can just put the customer on mute.

Suggested spiel: I’ll stay on the line with you, but there will be silence from my end for a few moments so I can look into this issue.

Your customer must stop talking to breathe. There are irate callers who seemed to feel like they can talk and talk, and this would somehow make you feel annoyed and think that the customer should stop talking so you can explain the situation. Of course, you wouldn’t want to interrupt or you are going to be reprimanded for rudeness. All you can do when this occurs is to check the customer’s account about the complaint and wait for the customer to stop and breathe – yes, your talkative customer will do that eventually, then you can explain the situation.

Suggested spiel: I get what you’re saying sir/ma’am. Here’s what we can do…

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