Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
Become a Basic Member for free. Click Here

Phone Etiquette 101: Conflict with Callers - Conversational - ContactCenterWorld.com Blog

Phone Etiquette 101: Conflict with Callers

Conflict with callers can’t always be avoided. That’s why learning the proper phone etiquette and conflict resolution techniques can help ease the tension created when conflict with callers does arise. Being prepared with a step-by-step process to diffuse the situation is the only way to successfully approach conflict with callers.

Serious conflict on the phone can result in the loss of a customer, but if you know the right actions to take when it occurs, you can prevent this from happening.

Phone Etiquette 101: Conflict with Callers

Handling conflict with callers is not easy and it can’t be done on the fly. If you try to handle conflict with a caller the same way you’d handle conflict with a friend or spouse, you could end up losing a customer or worsening the situation. The goal when conflict occurs with callers should always be diffusing the situation, not being right or “winning” an argument.

....NOTE - content continues below this message

INVITATION

We invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

>>>>> FIND OUT MORE: HERE


....CONTENT CONTINUED BELOW

At the first sign of conflict, it’s wise to slip into a calming tone of voice while speaking at a normal volume. Under no circumstances should you raise your voice, even if the caller is shouting at you. Below, we’re including several examples of conflict scenarios customer service representatives might face.

The conflict: Something’s wrong with this product

You aren’t in charge of the product quality at your business (unless you’re also the owner), but you will field the calls from dissatisfied customers who say something is wrong with the product they’ve received. They may be angry when they call because they’ve paid money for something that isn’t working properly.

The conflict: Your company cheated me

Customers who’ve paid for something they haven’t received yet, found that an item wasn’t what it was advertised to be, ended up with a different product than they purchased, or otherwise feel cheated by your company may call customer service with the intention of telling someone off in order to get things “fixed.”

The conflict: There’s no way I owe this much

A particularly expensive bill, a new charge or fee, a change in your pricing, or oversights that result in additional charges can easily cause conflict with a caller. Money is a very personal matter, and when one’s wallet is at stake, things can get ugly fast.

The conflict: I need answers right now

A customer who has been struggling to find answers or solutions so far and has reached the end of their rope can be a source of conflict. When someone calls customer service and they’re already frustrated at a lack of proper or acceptable solutions, they will show that frustration and the exchange can turn into conflict.

How to respond to conflict with callers

Luckily, your actions are not determined by a customer’s actions. You can remain calm, professional, and polite during conflict and difficult situations. If anything, it’s easier to remain calm on the phone with an angry caller than in personal conflict situations because you can continually remind yourself that the person is not upset at you specifically - you’re just the person who happened to pick up the phone.

SEE ALSO: 10 Words and Phrases That Calm Angry Callers

Knowing it isn’t personal isn’t enough to keep the call from derailing, though. Take the following steps to diffuse conflict and get back to finding solutions.

  1. Stay calm - don’t condescend or act annoyed
  2. Listen for the real problem amid the conflict
  3. Show empathy and understanding
  4. Be proactive in finding solutions
  5. Remind the caller that the call is being recorded for quality purposes
  6. If necessary, end the exchange or transfer the caller to a supervisor

Source: https://www.conversational.com/phone-etiquette-101-conflict-with-callers/

Publish Date: February 15, 2017 5:00 AM


2020 Buyers Guide Translation Services

 
1.) 
OpsTel Services

Platform Data Transformation
OpsTel is proud to provide our clients with a software automation service that is used to aid in the transition from one platform to another utilizing both speed and accuracy. Whether it is going from premises to premises, premises to cloud, premises to private cloud or even a hybrid deployment; OpsTel has the ability to help cut your transition time so you can focus your efforts on remaining architecture priorities.

We’ve observed conversions as high as 85% - in as little time as 30-minutes - with remaining client specific complex integrations being done by employees or professional services of your choice leveraging our Platform Data Transformation™ solution.

Features include:

*T...
(read more)
PH: 1+480-435-9390

2.) 
Tru29 Outsource Solutions Inc.

Back Office Solutions
Although the customer-facing type of tasks is essential to good customer experience, tasks being done in the background is as important.

Tru29 has been providing this type of outsourcing solutions to various businesses across the globe so you can be assured of a reliable and experienced workforce.
 



View more from Conversational

Recent Blog Posts:
Companies Known for the Worst Customer ServiceFebruary 23, 2018 5:00 AM
Glossary of Virtual Receptionist TermsFebruary 21, 2018 5:00 AM
Leaving a Lasting Impression with CustomersNovember 29, 2017 5:00 AM
Why You Should Stop Answering Your Business PhoneNovember 13, 2017 5:00 AM
Customer Service Phone Call vs Email: What’s Preferred?November 9, 2017 5:00 AM
3 Surprising Things Virtual Assistants Can DoNovember 7, 2017 5:00 AM
Boosting Growth with a Virtual ReceptionistMay 22, 2017 5:00 AM
How to Create Content That Answers Common QuestionsApril 26, 2017 5:00 AM
Customers Prefer a Callback to Being Put on HoldApril 24, 2017 5:00 AM
How to Diffuse Conflict with Angry CustomersApril 19, 2017 5:00 AM

Industry Champion Award Leaderboard

Submit Event

Upcoming Events

Join professionals in the CX and contact center world at our online Expo, part of the 15th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices event.

Attending the EXPO is FREE to any member of our association and you can me... Read More...
 1
 1708 
Share

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =