A call center agent is a company’s first line of defense when it comes to solving customers’ complaints. As a result, they deal with the worst of a customer’s frustration, even though they were not at fault for the problem. But, it’s their responsibility to do everything in their power to ensure that the customer is completely satisfied. Here are some tips on how to properly handle customer complaints.
When dealing with angry or frustrated customers, it can be easy to lose your cool. But, that ultimately makes the problem worse. It is critical that you stay calm when dealing with customer complaints. Remember, they are frustrated with their own experience, not you personally. So, no matter how frustrated they are or what they say, keep a calm head. Often, when customers notice you reacting calmly, they relax too.
Empathize With the Customer
As a professional call center agent, it is essential you listen to customer complaints and empathize with them. Validate them and reassure them that they have a right to be upset about whatever went wrong. Tell the customer that you understand how they feel and that you will do your best to resolve the issue. This is also great for de-escalating customer frustration and getting the problem solved quickly.
Acknowledge the Problem
After listening to a customer’s reason for calling, acknowledge that their problem is important to you. Do not invalidate or dismiss their concerns, as this can make the customer feel ignored and even make them angrier. Instead, reassure the customer that you are doing your best to help them. You can do this by confirming the main issue by summarizing what the caller said. Doing so proves that you listened carefully to them and gives them a moment to calm down.
You can not help the customer if you do not have all of the information, so you should ask them questions about everything that went wrong and how they think it happened. The more information you have, the easier it will be to find a solution or at least the proper department that can solve their particular issue. Asking detailed questions will also make the customer feel validated and increase customer satisfaction.
Offer a Solution
The last thing you want is to hang up the call without solving the problem at hand. If you don’t have the answer, tell the customer you’ll get it or direct them to someone who can help. You can also offer to call back once you have an idea that can help them.
Contact TeleRep Today!
If you are ready to install a call center service for your business, TeleRep is here to help. If you still have more questions, our trained professionals are ready to answer them. We know how important customer feedback is to you and your business, so let them know that you care with an answering service. To learn how TeleRep can help you today, visit us online or give us a call at 1-800-638-2000. To keep up with our work and to see what we have been up to, be sure to follow us on Facebook, Twitter, LinkedIn, and Pinterest.