When something goes wrong with a customer’s order or appointment, that customer can become angry. The customer has spent time and money to get their product or service from your company, and when things don’t work out, the customer may feel cheated.
Enter the call center representative. Many times receiving a phone call from a customer means dealing with an upset or difficult person. The best customer service agents realize that the customer simply has a problem and they are getting in touch looking for a solution. Here are three tips to deal with difficult customers and help them find the answers or solutions they are seeking.
1. Listen Carefully
Let the customer explain their problem, complaint, or question fully. Don’t interrupt and really hear what they are saying. Try to hone-in on the root of the problem so you can eventually offer a solution. Ask any necessary questions to get the information you need to help that customer out.
2. Clarify the Problem or Request
When the customer is done describing the problem or question, clarify what they said by repeating it back to them in your own words. Say something like, “Let me make sure I am hearing you correctly,” or “I want to be sure I understand you,” and then rephrase their request. This gives the caller an opportunity to provide more information or identify the outcome they are looking for.
3. Apologize and Empathize
Demonstrate empathy by offering a sincere apology for the customer’s negative experience. Let the apology come from you directly and not the company by using “I” instead of “we.”
4. Stay Calm
When a customer is raising their voice, talking quickly, or talking over you it helps to remain calm. Do not escalate emotions by also raising your voice. Remind the customer calmly that you are there to listen and offer help.
If your organization has trouble responding to customer calls in a timely fashion, then enlist the services of a professional call center. Contact One can help your business offer top-notch customer service experiences with their Live chat services and call center services. Find out more by calling us at (800) 278-3347.