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De-escalation: Types of Difficult Customers and How to Manage Interactions - The Connection - ContactCenterWorld.com Blog

De-escalation: Types of Difficult Customers and How to Manage Interactions

If you work for any length of time in a call center, it is inevitable that you will encounter difficult customers. Some are annoyed, others are unhappy, and there can even be those that are irate due to an issue with a product or service. Or, they became cranky because they had to wait too long on hold. Perhaps they just weren’t having a good day. Regardless of the reason, it is up to those of us in the customer care industry to give each person a positive experience.

Customer Service Comes First

De-escalation is the first step toward resolving the customer’s problem. Unfortunately, there is no cookie cutter way to do this. We need to adjust our tactics depending on each situation. With that in mind, here are some common types of difficult customers and tips on how to approach them.

  • Blabbering Babs

Babs is the nicest person you have served all day, but good grief, can she talk! The more she wanders off on tangents, the longer other customers have to wait on hold. To keep things moving, try to manage the conversation. This may involve asking questions that require shorter answers. You cannot be too conversational either, because given an inch, Babs will take a mile.  Politely steer her through the conversation. She will never be your shortest call of the day, but you can still get through it without blowing away your daily metrics.

  • Expressive Elaine

Folks with “expressive” personalities tend to be dramatic. Elaine did not intentionally insult you or your company, she simply spoke without thinking. Let her negative comments roll off and focus on her actual problem and how you can fix it. The minute you show empathy and concern, Elaine will be appreciative and eating out of your hand.

  • Impatient Ivan

Ivan is not actually unhappy, he is a “driver” personality – one of those people who wants to skip the chit chat and get on with it. You can almost feel him tapping his foot as he talks. The best way to please Ivan is to follow his lead – be businesslike and resolve his issue as quickly as possible. No extra chit-chat for Ivan!

  • Mistaken Martin

Martin has his facts wrong, but he is adamant anyway. Frustrating as this is, arguing will only make him mad and reflect poorly on the company. Instead, explain what you can do to help him and how this solution will benefit him. If you can offer options, even better.

  • Nit-picky Nancy

Nancy’s problem seems so insignificant, you cannot imagine why she called. But Nancy lives for detail, so her tiny problem looms large in her mind. Just go with the flow here. Become her partner in finding an agreeable solution.

  • Screaming Sam

Sam is that guy who is beyond irate, and he finally has a live person on the line: You. As much as you may want to fight back, remain calm and remember that Sam wants someone to listen to him. Empathize, and be positive. Say you are “sorry that happened,” then reassure him that you are the person who can make things right. Enlist his help in finding a solution by asking him what would make him happy.  When you take care of Sam, you will feel like you earned your pay. Kudos to you for taking the toughest call of the day and turning it into a happy and dedicated customer!

  • Special Steve

Steve is sure that, as a mere “first tier” employee, you do not have what it takes to resolve his issue. It is so complicated, or he is so important, that only a supervisor will do. Be polite, but be assertive. Explain that you do have the knowledge – and the authority – to fix his problem, then do that.

Creating Positive Experiences

When you know how to approach different types of difficult customers, you will feel more confident in dealing with them. You will be able to de-escalate appropriately, then work with them to not only resolve their problem but make them feel positive about their experience. With these techniques, everyone can end their call feeling respected and satisfied.

Source: https://blog.theconnectioncc.com/de-escalation-types-of-difficult-customers-and-how-to-manage-interactions

Publish Date: July 17, 2018 5:00 AM


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Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
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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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Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

4.) 
ComSys S.A.

CList for Outbound Campaigns Management
CList by Comsys is an application that helps contact centers enhance the performance of their outbound campaigns. It accomplishes that by enabling the planning and execution of sophisticated communication strategies. Additionally, the AI-powered module of CList extends the possibilities of outbound campaigns delivering unprecedented results.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with t...
(read more)
PH: +302109241486

5.) 
contactSPACE

contactSPACE
Dialer software that makes customer contact pain free, so your team aren’t worried about complex technology and can focus on what they do best. Dramatically increase agent productivity using a variety of dialers, combined with AI, leveraging data-driven contact strategies to ensure the right agent is contacting your customers at the right time.

Take control, and ensure your team are on-message by designing the perfect agent interface with a drag-n-drop visual WYSWYG editor.

Rotate CLIDs, and auto-wrap certain calls to ensure maximum agent productivity and performance.
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6.) 
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Tegsoft

7.) 
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Dialfire
Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.
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8.) 
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With Megadialer you will get a customized call center software. With the creation of personalized questions, surveys and sales script you will have the information you need from your customers quickly and efficiently. Improve the performance of your agents with a 100% online contact center, real-time analytics and predictive dialer to optimize the time between one call and another.

All rates include:
Instant Call Reports
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Call Supervisor
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Your Own Caller ID
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9.) 
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SmartBound™
Advanced outbound solution including predictive dialing, featuring patented technologies such as Live Person Detection (LPD™) and SNoDrop™ using Artificial Intelligence to deliver compliant & effective predictive dialing with 0% abandoned call rates. The solution includes its own CRM system as well as visual campaign creation and management as well as automated data import and export capabilities. The package comes with highly visual and open call scripting technology and an SDK (Software Development Kit) is also available for embedding the dialer into your own user front end.
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10.) 
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PhoneBurner
Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.

- Call 60-80 contacts per hour, per agent
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Scales to any size team with no contracts, no setup fees, and no per minute charges. Start a free trial without a credit card.
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11.) 
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Predictive Dialler
A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.

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