Call Center Agent Advice
Taking in Calls is just like a box of chocolate, you'll never know what kind of customer you will get! But, seriously, that's the way it is. People call the Technical Support Hotline or Customer Service Helpdesk, because, they need help or they have questions, or they just simply want to complain. If you are new to this job, then, you got on the right page. I would say, that there's an art when it comes to pacifying irate callers. There few tip that I will give you below. I hope this helps.
Image: Angry Globe by prawny
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Image: Angry Globe by prawny
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Listen
Once you answer the phone and you begin saying the opening spiel.
Even if the customer cut you while you are still saying something, still, be nice and learn how to listen. I know that the customer is rude, but, he or she might just be upset, not to you as a person, but, of the service of the company that you guys provide. If you listen, you will understand the root of the problem, and what kind of assistance you can give to the caller.
Apologize
Have you ever called Customer Service or Technical Support and you are very upset, but, the agent didn't even bother to say SORRY? That's how it feels. It's not just rude, but, the customer will just get more upset. You have to acknowledge that they have experienced the inconvenience of waiting for you to pick up the line, and their issue or concern is still not resolved.
Empathize
Now, this sounds like Apologize, right? But, they are different, and if you use this with an irate caller, they will surely calm down. Always put yourself in your customers' shoes. You have to understand where they are coming from. You can tell them that, "Ma'am, I would feel the same way If I am in your situation" This is a good start of establishing rapport as well.
Think
Just don't say the words you want to say. Take time and think first. If you are not sure, then, look it up on your database or ask for your supervisors help. Don't be in a hurry, even as much as you want to shorten the call. Don't just transfer the customer to the wrong department, THINK and get to the bottom of the problem.
Rapport
As you guide the customer through the steps or as you tell them what you could do to fix it, while you are waiting for the system to load or for the next steps. Establish rapport, ask them about the Time, Weather or Etc. Avoid topics like, Religion, Sex or anything offensive, especially, if you still love your job. This will surely affect your customer's overall satisfaction with the job performance you give them.
Recap
Once you were able to fix or address the issue of your caller, tell them about what you just did to fix it. And, tell them, what they can do if they experience the same problem. In this way, you can teach them how to prevent things from happening and how they can do it by themselves, without calling the hotline again. Apologized again, and thank them for their time and understanding, before you read your closing script. This will help them remember you, as a Person, not just an ordinary helpdesk representative.
Resources
eBay Sutff for Call Center
Important!
Making an IRATE Caller a Happy Caller is really a challenge for Call Center Agents.
But, it brings unexplainable joy at the end of the call. If you do the steps above, then, you have made your customer as a happy camper, and once they receive an e-mail or phone survey, they will surely give you commendation for the job well done!
Guestbook Comments
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ambrking
Jan 18, 2012 @ 10:44 pm | delete
- I agree with you. When handling an irate caller be as calm as possible. You cannot beat fire with fire. Bear in mind that they have a reason to be irate, so listen to that reason and help them look for a solution.
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