Handling and Taming an Irate Customer

Working in a call center company can be easy when someone calls you to show how happy they are with the product and/or the service that they got from your company. However, not all customers will call you to compliment you. There are customers who will make it tough for you to keep your tranquility. Of course, if you are talking to an irate person, it is but natural to be angry too, but remember you are a customer service representative and your job is to make that person realize that he/she should not be angry and that you should not lose your composure.

Below are some tips on how to handle angry customers, whether you are talking to them on the phone or chatting with them, you have to know these things so you will not lose yourself when working

Don’t Take Things Personally

Remember that you are never the cause of the problem that the customer is facing. It is natural for them to vent out their problems with you, but never ever take these things personally. Listen to them and help them find a solution or a way.

Don’t Talk Back

In the customer service industry, it is natural for customers to express their anger and/or disappointment because of the unpleasant experience that they got from your service and/or product. It is also natural for customers to go too far, but remember, just because they went off too far doesn’t mean you have to argue back.

Keep in mind that you need to maintain your company and your personal integrity. Come on, be the better person. Let your customer know that you understand their situation and you are talking to them so that they will be given a solution, not another problem. Tell them that the words and their anger and emotion will never solve the problem.

Let Them Wonder Why You Are Still Kind

If you have already exhausted all avenues to let them calm down, then it’s time to kill them with your kindness. Always be sincere and respectful. Always let them know that you understand them. Keeping calm and controlling your anger will somewhat ease their anger. Tell a little joke or two and you will lighten things up.

Apologize

When the right time comes, apologize. True enough, it is hard to be earnest when you are trying to ease and control your emotions, but if you want to calm and ease your customer down, do it!

Solve Whatever Problems You Have

Once your customer is finally done expressing his/her anger and disappointment, gather all the facts that you need so as to create a solution to the problem. Let your customer know the solution that you have your plate and see if it suits them.

Relieve Your Stress

After a stressful (?) phone conversation, find a way to relieve the stress that you got. Go out, stand and stretch, drink water, go to the bathroom, eat a piece of candy, or whatever. Don’t let stress eat you up or else it will act as a bomb and who knows, the next caller might be your victim.

How Do You Handle Irate Customers?

Keeping calm and controlling your anger and emotion is not as easy as it sounds. As the cliché says, it’s always easier said than done. Tell us your story and how you handled it and let’s have a conversation. 

Types of Customer Service

Customer service is something that can either make or break your business and company. If people see and find your employees to be very rude, or don’t know what they are doing, they can go to your company’s competitor to get what they need. Of course, no business owner wants that to happen, that being said, training customer service representatives is an imperative for every company. When your company gives out a very high customer satisfaction rate, your business will boom and you will be known as people who provide quality customer service.

Customer service comes in many forms, and the things that people in the company might be doing customer service without them knowing it. It’s always good to pay attention to what you are doing and what your people are doing when they are inside the company or office.

For example, when a customer enters your store or company and shows something to you and asks, “Do you guys have this thing?” if you don’t have that something but have a product that can do the same thing can do better than what he is showing you, say “I am sorry, we don’t, but we do have something that will serve the same purpose as to what you are showing.” That is a form of good customer service.

Customer service also happens on the phone —all time. No matter what industry your business is at it, no matter what brand you have, no matter what kind of business you have, your customers will always call on your hotline. They may not know your office or operation hours or they have a question on the item or service that they have purchased from your company, they will call you. It is important for the person who answers the phone to know how to respond properly and promptly. No dead air if possible. People will continue do business with you if you give what they need properly. People will be driven away from you if the person who is answering customer phone calls is rude and thoughtless.

Customer follow up is another kind of customer service. Letting your customers know and feel that you care for them is a big plus for your company. Let them feel that you —or your company —are making sure that they are satisfied with the item and/or service that they have purchased from you. Customers will remember how concerned you are about them as they will not have second thoughts of calling you or going to your company if they are in need of something.

Customers are the people that will keep your business. If they are not happy, they’ll go to your competitor. When you give good customer satisfaction every single time a customer comes or call you, they will be more than happy to come back to you. Who knows, they can invite people they know to get an item or service from your company. 

Tips and Tricks for Telemarketing

Quotas and targets to hit, pressure from your boss… these are just two of the things that you, as a telemarketer face everyday. But what if you’re doing your very best and still you your best wasn’t enough? You may be doing some habits that you really need to sheer off.

Of course, as a telemarketer, you are looking for ways to get more conversion and more leads, and here are some things that you should not do when you are calling a possible customer/lead/client.

• Do not be contemptuous of the questions of your customer. They consider getting the product that you are selling or offering if they ask you some questions. Answer them politely and by there, you can win them.
• Do not interfere when they are talking.
• Don’t always rely on the script. Be natural because your customer deserves nothing but a personalized experience.
• Do not ask this: How Are You Today? This is a hint that you are up to something. Try different introductions and see which one works best.
• Do not speak as if you are in a hurry and stay away from deep words.
• Never forget to make a follow up or an update when you said you would. If you have already won their interest, they are sure to expect a call from you because you said so, make sure that they will receive your call because the moment that they get a call from you will set or ensure that they will be your customer.
• Do not say or promise something that you can’t deliver. This will cause stress to your co-workers and accounts when you do this, mind you.
• Do not ever argue with your customer. They are right, always right.

Now that you know the what-no-to-do list; go, make those calls, and win the hearts of your potential customers. If you need further assistance, contact us and find out what help we can give you.