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

Tips To Handle A Difficult Caller - Select Answering Service - ContactCenterWorld.com Blog

Tips To Handle A Difficult Caller

Tips To Handle A Difficult Caller

Handling a disgruntled customer is not an easy job. Unfortunately, the employees at call centers have to do this job multiple times a day and until they develop expertise in this area, they remain vulnerable to negative experiences that may impact their morale as well as motivation levels. Bad words spread faster than good words. An angry customer is more likely to share his experiences with a bigger audience compared to a happy customer who may probably discuss about his experience with a small group of four or five people. Hence, call center executives need to make sure that they end every call with a happy note.

  • Be Efficient: When you work efficiently, you are able to help many customers. Research indicates that most customers want their issues to be resolved over the phone and this means that you will have many customers on hold on any day. Customers get frustrated with longer wait times and this may make things worse if a customer is trying to contact you to complain about your product. Even if a customer calls you to place an order for your product, you may want to make sure that your customer is able to place the order quickly. If you fail to address online shoppers’ queries in an efficient manner, there are chances that they will not go ahead with the purchase.
  • Listen Carefully: When an angry client calls you, he has a story to narrate. Be patient and listen to what he/she has to say. Don’t interrupt or seek clarifications when your customer starts explaining the issue. Take a pen and paper to note down important points. When you make your customer feel heard, you make a dispute resolution process easier for you.
  • Seek Apology: After your customer finishes explaining his/ her complaint to you, you should apologize to him/her. It is not a good idea to blame your customer even if the issue is the result of the customer’s fault. When you blame a customer, you will make him angrier. By seeking apology, you will prove that you are his ally and that you can work together to resolve the issue.
  • Study The Notes: Go through the notes that you have jotted down. You should understand the situation at hand before you start working on the solution. This way, you will make your client feel better and let him know that you are doing your best to resolve the issue.
  • Identify An Appropriate Solution: If you know the solution, offer it to the client straightaway. It is not a good idea to make promises which you cannot fulfill. If you cannot answer your client’s questions instantly, you may consider putting him on hold and accessing available resources to find answers. Make sure that you get back to him as early as possible as customers hate long wait-times. When you have to transfer the call to another department, make sure that you inform the client before directing the call to another representative.
  • Provide Compensation: One way to calm down a difficult customer is to offer him compensation. Special treatment can really work wonders, allowing you to create a positive impact in the mind of an angry customer. You may find it difficult to offer freebies or discounts to your customers, but if you can actually do this, you will retain a customer who will remain loyal to you.

The cost to acquire a new customer is six or seven times more than the cost to retain a returning customer. So you may always want to go that extra mile to keep your existing customers happy and to make them speak for you.

Source: https://selectansweringservice.com/tips-to-handle-a-difficult-caller/

Publish Date: January 6, 2017 5:00 AM


2020 Buyers Guide Training

 
1.) 
CTCOMM

Call Centers
Contact Centers
Admin Training
Supervisor Training

2.) 
Davis-Mayo Associates

"Service Excellence" Customer Service Training
Live onsite training for your teams. Experienced by more than 450,000 people in 48 US states and 18 countries. No-nonsense approach by our experts with field-test content customized to your situation and using your scenarios.

3.) 
Lieber & Associates

Training Executives, Managers, Supervisors, and Reps
Lieber & Associates provides training for all levels of the contact center team. The firm customizes its off-the-shelf trainings to meet your specific company needs,

Executive and manager sessions address topics such as customer experience, metrics, technology, AI, and video calls. Supervisor sessions train your leaders to better coach and motivate reps. Phone staff modules include sessions on customer service, order-taking, cross-selling, handling difficult calls, phone "soft skills," and more.
PH: +1-773-325-0608

4.) 
Manitoba Customer Contact Association

Making Training and Development Part of Your Corporate Landscape

Organizations are always on the look out to save money and make more profit. Usually when it comes to crunch time some leaders will scrap training in order to tighten the belt. The downside of this is the cycle it creates.

Because some employers see training as a flexible benefit, employee development is often taken off the table. When employees don’t feel valued it becomes easy to see a revolving door. The constant need to hire goes up which ultimately means costs go up; we know that hiring costs more than retaining the right people.

Start the conversation: Explore our Training Page http://www.mcca.mb.ca/train...
(read more)
PH: 204-975-6468

5.) 
Orion Learning Services Inc.

Learning & Development
Learning & Development for Agents, Supervisors, Managers and Administration/Support Staff

Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.
PH: 1-416-992-5158
 



View more from Select Answering Service

Recent Blog Posts:
Why You Need a Dental Answering ServiceNovember 12, 2019 5:00 AM
Real Estate Answering ServiceSeptember 17, 2019 5:00 AM
How An Answering Service Can Grow Your Business in 2019January 31, 2019 5:00 AM
5 Examples of Good Customer Service and What Lessons Can Be LearnedJune 11, 2018 5:00 AM
What is Exceptional Customer ServiceApril 20, 2018 5:00 AM
Forwarding Phone LinesOctober 2, 2017 5:00 AM
Benefits of A Live Answering ServiceMay 24, 2017 5:00 AM
Tips To Handle A Difficult CallerJanuary 6, 2017 5:00 AM
Top Ways To Make Cold Calls WorkDecember 9, 2016 5:00 AM
Creating Customer Delight, Developing Strong RelationshipsOctober 28, 2016 5:00 AM
Submit Event

Upcoming Events

15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...
 7
 13659 
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 =