As a call centre representative, we all do come across a stage where we need to deal with the most angry and frustrated customers. And how you deal with them could either make or end up the relationship. Given below are the five major techniques that would help you in calming down your customers increasing the productivity and increasing the quality of customer service.
Listening to what they are saying: When on a call with your customers you could easily determine and know if your customers are angry with you or not. And when you come across a caller who is angry it is very important that you listen to them before you deny the mistake that has happened from your side. The customer calls you because he just wants to come out of his frustration, and at times giving the caller an opportunity for him to express the displeasure would help them to calm down allow you to solve the problem that they are going through.
Being patient while dealing with your customers: It’s always good when you are patient with your customers no matter whatever business you are dealing with. Although it’s not easy to deal with one’s emotion especially when one is being unreasonable with their behaviour, you would then have to continue remaining friendly, and deal with them in a professional and cooperative manner in order to succeed with your customers. Being patient with your customers would not just make your business grow but would also lead you with effective marketing results.
Apologizing them: Once the customer tells you what exactly the issue is the very next thing you need to do here is apologize. This is one important thing you would need to do especially if your customer is angry. Even if your customer is as cool as you are you would still have to apologise for all the problem or inconvenience caused through your products and services. And in case the problem was from their side blaming them would not just worsen their mood but would also affect the business you have been doing. So do not forget to ensure your customers that you are here to help them and would solve the issues working together that they have been facing through our products and services.
Making sure that you have understood them: Now that you have apologized it is the right time to take down the notes in order to understand and know what exactly the issue is before you begin to solve them. Doing this would also help your customers know that you have heard them and are actively thinking on how you could solve the issues they have been facing.
Solving the issue: If you think that you know what the solution for the problem then goes ahead and solve them. And in case you are not sure about it then do not promise your customers with things that you cannot do. When you don’t have an answer to the question your customer is asking, then put the call on hold and consult your team in order to know what would be the right solution for this as quick as possible. Remember the customers get more angry and frustrated when they are kept on hold. In case you have no solution for the issue they are going through be frank and tell that out to them.
So how do you deal with your angry customers? Do share your ideas and strategies on how you have maintained a composure when you a dealing with an angry customer. Do share with us a story if you have come across any rudest customer through a phone call or live chat.
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