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Rebuttals for Handling Difficult Customers

Rebuttals are refutations or effective responses that call center agents are trained about in order to handle difficult customers. Because the existence of difficult customers is common phenomenon, call center companies have prepared rebuttals or responses which their agents try learn to manage and handle irate customers. These rebuttals are usually based on the company’s extensive research and experience on the typical issues or complaints that customers raise. Learning these rebuttals is one thing but applying them in real life is another thing especially because the intensity of the emotions and tensions on the part of both the customer and agent can sometimes make agents stammer, forget or lose sight what they learned in their trainings. So how do you remember them effectively?

In order to remember rebuttals and effectively implement them in handling difficult customers, the first step that an agent must bear in mind is to be objective. Being objective entails being impersonal or not being personally or emotionally involved in one’s work. In order to attain objectivity, the agent should always focus on achieving solutions. One should not let emotions get in the way in one’s thinking. In going to work, the agent should be in a working mode particularly customer service orientation. The worker should leave all his emotional troubles away. By doing this, one can maintain objectivity while at work and don’t get easily affected or upset when difficult customers come.

Objectivity by focusing on addressing the problem of the customer means that the agent is all ears to the client so that one can clearly decipher and identify the customer problem. This is important so that one can easily refer and relay the problem to a higher authority, who can handle the issue better.

The call center agent must also maintain composure during the communication with customer. Composure refers to calmness or self control. One should maintain courtesy and respect to the difficult customer even by feigning it. Self control is easy to say but hard to achieve. The agent should keep in mind that one has complete and absolute control of everything including in relating with people. One acts proactively not reactively. Thus, one can easily liberate oneself from any emotional pain or insult that a customer may give to the agent.

Originally posted 2012-05-22 07:55:06.

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  1. Rose Reply

    Good day po.. i’m rose college graduate i just wanna share to my experienced in government in Philippine Statistic Authority n dating NSO po matagal na po akong nagwork dun since 2007 but i’m contractual only on and off ang job ko po dun but lately this 2017 i’ll try to apply as an service contractual pero that time po ng interview ko sa region director and others inatake ako ng epilepsy.. ok naman po ang sagot ko.. after po nun nabalitaan ko na ok na raw po sana kaya lang hindi po ako natanggap dahil sa sakit ko, inisip ko bakit ganun “dahil sa may epilepsy ako kaya hindi ako tinanggap” naisip ko paano yung ibang epilepsy survivor especially yung hindi graduate ang masakit sa akin mismong government ang nag reject sa akin because i have an epilepsy.. where is the rights of the person with disability? Share ko lang po and i’ve request na sana wag po makalabas kasi nagtatabaho pa po ang mommy ko dun kasi baka mapaginitan sya.. actually nagdadalawang isip ako kung sasabihin ko pero naisip ko pano kung mangyari ulit ito, sana pakinggan nyo po ako at para hindi na maulit sa mga person with disability.. maraming salamat po..

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