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How to Confront Without Rocking the Boat - Executive Boutique - ContactCenterWorld.com Blog

How to Confront Without Rocking the Boat

Working in a customer service job is one of the most stressful jobs someone can be in, because you’re dealing with — you guessed it — people. Not just people, but oftentimes disgruntled people. People who aren’t very kind. Sometimes, there are moments where we might have to confront someone, but we don’t want to do it to the point where it blows up in our faces and creates a bigger problem, right? So here’s what we’ve come up with on how to confront someone, but without rocking the boat:

Make an observation, then ask a question. This is probably one of the easiest and non-confrontational ways to confront someone about something. You telling them what you have noticed and perceived is a great way of avoiding labels and diagnosis, and asking the follow up question gives them a gentle push towards an explanation and open dialogue: “I’m noticing ______. I’m wondering if _______.”

Being direct doesn’t have to mean being rude. Direct conversation is probably one of the most valuable forms, but also one that gets a bad rap as being “rude” and “blunt.” The fact of the matter is, you can be direct without coming off as a stuck-up know it all. Always start your conversation with a compliment; it not only disarms the person you’re confronting, but also lowers their walls and opens them up for what you’re about to say. The words coming out of your mouth need to be either neutral, or positively associated words — so avoid words like “never,” “lazy,” “disappointed,” etc. Direct communication also means walking into the conversation with a solution already on hand, relaxed body language, and a smile. Your goal is to talk about the important parts without sounding like you’re condemning the other person.

Understanding your own emotions is just as important as acknowledging the other person’s emotions. If you find that you’re in a high-emotions situations, and you can’t seem to allow yourself a deep breath, then it’s okay to get a rain check on the conversation. If you cannot fight back the anger or the tears (sometimes they come hand-in-hand), then you cannot confront the situation in a healthy and professional way. There is no shame in taking a step back.

No one is a real fan of confrontation, but if it’s done in a calm, cool, and collected manner, then the experience really isn’t as scary as most people think. The goal is to be open and accepting of the other person; have a discussion, not an argument.

Source: https://ebcallcenter.com/call-center-blog/how-to-confront-without-rocking-the-boat

Publish Date: October 4, 2019


2024 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

2.) 
Pointel

CCaaSSync – Contact Center Disaster Recovery Solution
CCaaSSync is a comprehensive solution to help businesses prepare for unforeseen disasters that may impact their Genesys cloud contact center infrastructure. Our disaster recovery solution ensures that your business remains operational and continues to provide seamless customer service even in the event of catastrophic failure of your primary infrastructure.

Our disaster recovery solution is a cloud-based service that allows you to synchronize your primary Genesys cloud contact center infrastructure with your disaster recovery Genesys cloud contact center infrastructure, allowing you to quickly and easily switch over to the backup infrastructure in the event of a disaster. This ensures tha...
(read more)

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 



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