If you're dealing with customers who are angry, working at a call center can be frustrating.There are a lot of ways you can help the customer by talking about their problems and how to calm them down.The most important thing to remember is that they usually don't mean to direct their anger at you.
Step 1: Listen to the caller to understand their needs.
Sometimes a customer will call just to vent, but other times they need you to take action.Whatever the case is, make sure you listen to what they have to say and take notes so you have a good idea of what needs to happen.Don't interrupt the customer when they're talking to you.The major points of the conversation should be written on a piece of paper.
Step 2: You should repeat what the customer is saying.
Try to repeat the main points of what the customer has just said to you.You should double check that you are correct before you try to help them with the issue.You could say, "So you are frustrated because you're being charged for channels you don't use, and you would like for us to adjust last month's bill as soon as possible."
Step 3: You should apologize to the customer.
It is important to apologize on behalf of the company that you work for.Make sure the customer knows that you are sorry for the problem they are having and you will do your best to fix it.Say, "I'm so sorry to hear about this, let's see what I can do to help you."
Step 4: Help the customer with solutions.
If you know what the problem is, tell the customer how you will fix it and give them any information they need.Let the customer know that you will connect them with someone who can solve the problem for you if you don't know how.They know what to expect if you stick to the facts.You should not make promises to customers that you can't fulfill.
Step 5: Take note of the client's suggestions so you can pass them along.
If a customer brings something up that you think management or your boss would like to know, write it down so you can either tell them in person, give them a call or send them the information in an email.Suggestions or major complaints from customers can be useful for making the business even better.If the input is useful to your company and worth sharing, use your best discretion.
Step 6: Don't place angry customers on hold.
If you put the customer on hold so you can plug in information or navigate the computer to help them, it will make them angry.You can keep the customer on the phone if you can find the right person to connect them with.Explain to them what you are doing so they feel involved.Sometimes you have no choice but to put them on hold.Tell them why they are being put on hold and what you are doing to help them.
Step 7: Show them that you care.
The customer will be more likely to cooperate and calm down when you acknowledge that they're upset.From the customer's point of view, tell them that you understand why they are upset.You could say, "I would be upset in your situation too, let's try to fix this" to show the customer you're on their side.Another example would be, "I'm sorry you're having to deal with this issue, I understand how you feel."
Step 8: Don't say "no" as you talk with the customer.
If you use the word "no" as much as possible, you can make the customer think that you're not helping them, even if this isn't true.To keep your language positive, try to think about which words you use when talking to the customer.You could say that we can get your card to you in the next 2 business days, instead of saying, "No, we're unable to do that."
Step 9: You can end the call with a nice note.
You could ask the customer if there is anything else you can help them with, or compliment them on how patient they were during the phone call.It is important to make sure the phone call ends on a positive note.You could say, "I really appreciate your patience in working through this with me."Let me know if there is anything else I can do for you.
Step 10: If the customer is yelling at you, stay calm.
When someone is angry at you over the phone, it can be easy to get frustrated.Focus on staying calm and not letting your anger get the best of you so you don't make the customer even more irate.Try to put yourself in the customer's shoes during the call.
Step 11: Don't argue with the customer.
Raising your voice will only make things worse.Don't argue with them or say anything rude, no matter what they say to you.Let the customer know that you won't be able to help them if they're yelling or using offensive language.I understand that you're upset, but it's hard for me to help you when I'm being yelled at.Do you mind if we talk more calmly?
Step 12: A helpful tone and positive attitude is what you should keep.
Pay attention to the tone of your voice and make sure it stays positive.It makes it harder for you to get angry or raise your voice when you smile as you talk to the customer.
Step 13: The customer isn't angry at you.
Most of the time when people call a call center, they are angry about something.If the customer is yelling or very angry, they don't mean to direct that anger at you.