When talking to different types of people all day, you are bound to come across some customers that aren’t so happy. Part of your job at a call center is addressing any problems that a customer may have. Sometimes, they are on hold for a while and are irritable and impatient. Whatever the reason, you are bound to come across a few angry customers throughout your work week. Here are some tips on how to deal with angry customers.
The first step when you come across an angry customer is to stay calm. You can not react to anger with anger because it could make matters worse and also cost you your job. Even if they are yelling in your ear, you must remain calm and keep a positive attitude.
Don’t Take It Personally
The customer does not know you, so it is impossible that their issue is with you specifically. Remember that whatever their issue may be, it has nothing to do with you. It will help you to remain as calm as possible and continue the conversation, despite their anger.
Even if the customer is yelling, you want to listen to what it is they are saying. Most people appreciate being heard and knowing that you care about the problem at hand. When they are finished, summarize what you heard from that so that you are clear on the problem and they are clear that you heard them.
Sympathize & Apologize
Even if you don’t see the big deal or understand why the customer is so mad, you want to sympathize with them. People like to feel as though you can understand where they are coming from. This is important in customer service because sympathizing can diffuse a situation rather than acting like you don’t care. You must apologize for the problem even if it seems unreasonable.
Find A Solution
Once you have figured out what is causing the customer’s anger, it is time to come up with a solution. If you are having trouble figuring out the right solution, do not hesitate to ask for help. It will only add to a customer’s frustration if nothing can be done to help them.
Take A Small Break
This might be the most important step because dealing with an angry customer while keeping your full composure is not an easy task. When you are done with the phone call, take a few minutes before you take a new one. You want to take a few deep breaths because you don’t want one phone call to ruin the rest of your day.
Call Center Services From TeleRep
TeleRep knows how important customer feedback is to your business. We are well known for our professionalism and excellent customer service when dealing with your valued customers. Let your customers know you care, right now, with an answering service. To learn how TeleRep can help set your business apart, contact us online or give us a call at 1-800-638-2000. To see more examples of what we’ve done, follow us on Facebook, Google+, Twitter, LinkedIn, and Pinterest.