Irate callers are an unavoidable part of every business. But it is imperative for every business to keep up their duties to ensure every customer are satisfied with the services they got. At some point of every business transaction, it is expected to encounter customers who are not happy about some aspects of their relationship with the company that they are dealing with. Since customers are always right, tactics for handling this kind of situation over the phone are something that can be learned and acquiring these skills will make an inbound call center agent a valuable employee.
Most businesses today take advantage of the essential services assisted by the outsourcing service providers, such as customer support service. Customer support service is provided by inbound call center companies wherein call center agents answer these calls 24 hours a day and 7 days a week. Oftentimes these inbound call center agents receive calls from angry customers who are not necessarily former customers. However, majority of them will continue to have business with the company if an agent will go the extra mile just to assist to what they want and satisfactorily resolve their problem.
When customers are not happy or not satisfied, they may not express their discontentment to the company but they tell others about their bad experience. On average, an unhappy customer tells between 10 to 20 people about her or his bad experience. If 10 to 20 customers are not happy, the chances are, 100 to 200 people will hear the story, and the business reputation is certainly damaged.
Listen
Nobody wants to be ignored. When customers are angry, let them talk through their problems and as they talk, call center agents must show some indications that they are listening to them by saying “uh huh” or “really?” or “okay”. When customers are able to spend airing out their problems and emotions, they are likely to calm down right away. Call center agents must respond promptly to their concerns and let them know that helping them is a topmost priority.
Apologize
As a representative of the company, an agent must not take it personally in handling complaints from irate customers. If they come to a point of being abusive and use foul words, an agent must remain calm and respond in a reasonable manner. If an agent or other staff from the company made a mistake, admit it or apologize in behalf of their colleague. Simply admitting a mistake is sometimes enough to satisfy the customer and helps resolve the problem.
Empathy
Showing empathy when it is necessary implies that the agent feels the same way and understand how the customer feels. Nothing gets accomplished by trying to assert perfection for the company's image. Then ask questions about the facts and details of the matter after they complete their story. Complaining customers will remain loyal if their problems are fixed right away.
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