It’s happened to most people in customer service - a customer is being rude and for a split second, you forget your goal and resort to responding rudely or making a sarcastic remark. Maybe you accidentally answered the phone in a too-brisk manner.
If you immediately realize the error and are willing to take action to make things right, you can still save the customer service interaction from going south. Here’s how.
Before any attempt at smoothing things over can be made, you’ve got to recognize your mistake and voice your apology to the customer as soon as possible. Don’t wait until the end of the conversation to say you’re sorry if you sounded annoyed or frustrated - the best time to apologize is right after it happens.
It’s important to be empathetic in customer service. Some people are more or less sensitive than others, making it tough to predict which behaviors will upset some or be considered rude. Adopt a cautious approach to evaluating your own behavior - don’t make jokes of a sensitive nature with customers.
Don’t make assumptions about someone’s sense of humor. It’s always better to be considered a friendly, professional customer service agent than a funny one and professionality offends much less often than humor.
The customer may accept your apology easily, which would be the best case scenario. Be sure to let them know you appreciate their willingness to overlook the mistake and remain on your absolute best behavior for the call or interaction.
Conversely, the customer may be angry about your actions and refuse to accept your apology. The best action to take in this scenario is to state your understanding and offer to involve a superior, or if you’re the owner and operator, let them know that.
If you’ve caught yourself being rude to a customer, you can still recover the interaction and offer great service. Everyone makes mistakes, but the most successful people know when to admit it and try to make things right.
Here are a few ways to start off an apology for being rude to a customer:
Apologizing sincerely to a customer you’ve been rude to will help smooth things over and save the interaction from escalating. By being willing to admit your wrongs, you could be building a loyal customer relationship in the process.
Publish Date: February 22, 2017 5:00 AM
Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.
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|2.)||Call Center Studio|
Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
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|3.)||Call Tracking Metrics|
Execute automated actions based on words spoken by your customer.
Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.
Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.
Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.
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Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.
Menus are eliminated altogether and contact centres can use a single inbound telephone number.
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SmartSpeech – The Best In Class Speech Analytics Software
An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.
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|7.)||Voci Technologies Incorporated|
V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.
- Transcribe large volumes of recorded audio quickly
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Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.
- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.
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All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
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