There are numerous reasons why a customer may have gotten agitated. Sometimes a difficult caller is justified due to a series of mistakes made regarding his service. Other times, the person you have on the line is venting his frustrations about something else entirely. Here are some ideas about how to handle difficult callers effectively. For the best call handling solutions speak to Netcall Solutions today on 0800 841 4111.
Netcall Solutions knows how to handle difficult callers effectively
There are many different reasons why a caller might be difficult on the phone. The first step in figuring out how to handle a difficult caller effectively is listening closely to the issue and gaining a sense of perspective about why someone might be acting in this manner. Every now and again, a caller is angry because of delays that were out of your control, these could resolved with a professional call handling service. There are many instances, however, where the person is simply being rude or impatient.
The number one thing to remember when speaking to a difficult caller is to remain calm yourself and truly try to understand the problem. When you stay fully professional and emphatic on the line, the customer might come to realise that they have been taking an inappropriate tone and end up appreciating the mature way in which you handled the call.
However, there are definitely instances where the caller is simply not having it and will yell or even curse at you. In these cases, you might be better off passing the call onto a manager or supervisor who will be in a better position to offer a suitable resolution. After all, no one should be expected to simply listen to yelling with no end in sight.
It is not advised to transfer the call to a supervisor right away if that is what the customer demands at the very beginning of the call. Chances are that the scope of the caller’s issue is not large enough to warrant an immediate transfer. In these cases, it helps to reassure the customer that you are happy to help and get to the bottom of the issue as soon as possible. You can also say that your direct manager is currently unavailable but you will do your best to facilitate.
More information about how to handle difficult callers effectively
Even though research shows that 90% of people prefer to resolve their issues via a phone call rather than online chat or e-mail, callers can become very impatient very quickly. It helps to walk the customer through everything you’re doing to reassure them that action is being taken to resolve their issue and they have not been neglected at the other end of the line or the uses of a 24 hour answering service.
When you get a call from a difficult customer, it is more than likely that they have already been in touch previously and not received a satisfactory service. This makes it important to make sure you listen attentively and never argue with or interrupt the caller when they are going through the story the first time around.
An apology is also a good way to make the situation more calm and take responsibility for the mistake regardless of its gravity. When you tell the customer that the issue is even partially their own fault, it will only agitate them further and create a standoffish situation that is unlikely to be resolved amicably. If a customer has been waiting on hold for a while due to a busy period it would be recommended to make use of a overflow call handling service.
Depending on your level of responsibility as a call centre operative, offering the customer compensation is a great way to get them on your side and reassure them that the company cares about them. Just make sure that you are offering something tangible that you have been authorised to confirm. If you are not completely sure about this, it might help to check with your supervisor before confirming the freebie, discount, etc.