Anyone who is a call centre representative at one point or the other must deal with their angry customers. Angry customers are generally believed to be one of the biggest challenges in the call centre industry. These frustrated individuals can ruin your entire day especially if you do not have your staff trained who could handle the complaints of your customers at ease. Given below are the ideas and strategies that will help you survive the entire day in a call centre industry.
Listen before you respond: One of the primary reasons that your customers get angry is because they feel that they are never heard. But before you go ahead and respond to your angry customers make sure that you take enough time to listen what they are saying. The very next thing your customer will like to see is what solutions you have for their problem, in fact this is enough to make things worse especially if your solution does not apply to their situation. In these kinds of situation, it’s perfectly ok to use a stock response as long as you tailor their responses suiting their individual and unique situations.
Never Ever Interrupt: An angry customer is generally at the peak of his customers when he calls. But how will you handle the first few minutes of the call knowing that the customer’s frustration is at its peak or ebbs? Remember that your customer is calling only to vent. Try and be calm and compose while venting out their experiences acknowledging throughout. Only after they have given you an account of the complete situation you must speak. Also, the harsh tone of your customer at times may prompt you to speak up defending yourself or your employer. However, you need to make sure that you maintain the integrity and never ever answer back.
Identify and empathic: Once you understand the source of your customer complaint in terms of a product and services, have your self-placed in their shoes so that you can understand their problem and provide appropriate solutions to it. It is important to remember that all your customers can hear your voice. The body language, the genuineness, the warmth all of this is conveyed to your customers just through the voice. Empathetic words like I understand, I am sorry to hear that, and I will try my best to help you will make your customers ease up a bit.
Repeating it and confirming: Once the entire complaint is heard and understood, it’s good when you genuinely apologise and confirm the details using the right keyword. This will turn out to act like a summary that will instil the confidence that you were actually listening, eventually calming the customers down. From here on it would continue to be a discussion between the two individuals trying to sort out the problem finding the best solution.
Don’t make them wait too long for a response: If there is anything that has made your customer upset and angry, it is because it’s making them wait. While you may be looking into the issue of your customers not providing an actual response is actually causing you more harm rather than the good. In order to avoid this, you aim to respond to your customers within two hours. This does not mean that you have to come up with a solution during that time but do let your customers know that you have been looking into it.
Reward Mistakes: We all feel good knowing that we are important to someone. Give your customers something if it’s really small and worth giving. This approach can do wonders and heal the wounds, turning the unhappy customers into a happy and satisfied customers from the one who is frustrated and dissatisfied.
Ensuring a happy ending: In the end along with being thankful to your customers for his patience, do ask your customers if there is anything else that they would like to discuss. This will not just leave a positive image on you and the company on your clients and customers but will certainly turn your customers into happy ones rather than being irritated and engaged when the calls started.
Following up with your clients and customers: Remember you have still not closed the loop unless and until you have followed up with your clients and customers, ensuring that his problem is resolved. A follow-up call or an email is one of the best ways of cementing your relationship. This just goes on to show how much you care for your clients and customers.
Handling irritated customers is a part and parcel of the job profile for any of the call centre representatives. The above-mentioned tips will help you resolve the complaints of your clients and customers at ease. So are there any pointers that will help you in handling the most frustrated or irritated customers. Do leave your thoughts and comments below.
About The Author
Michael is the Marketing Manager at Ampliz, specialising in email verification services and marketing database management software, editing blogs, case studies, and guides. He tries to make the world just a bit more pleasant enough by working on strategies that would help them prevent and eliminate spam in terms of email marketing.