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Executive Interview : 8 Expert Ideas On Training Staff To Deal With A Very Angry Customer
Everyone has good days and bad days but how can you train your staff to deal with very angry customers. ContactCenterWorld.com posed this question to some of its members from around the globe in search of advice you can use.
"if the customer says "I AM NOT INTERESTED" the agent should not insist but instead should apologies the for the call."
|- Doreen Facunla, Survey Contact Center, Philippines|
"Listen, listen, listen. Always let your customer vent frustrations before anything else."
|- Antoine Mentha, Senior Director, Desjardins Card Services, Canada|
"Have some recordings of staff who have dealt with this situation successfully and use this as a training tool."
|- Siala Uepa-Holmes, Customer Service Manager, Debitsuccess, New Zealand|
"I think role playing and mock calls are a good way to train staff."
|- Vera Austin, Director, Mass Mutual, United States|
"Tell them not to take it personally, allow the customer to talk and do not interrupt them. Be calm and tell the customer how you can help. Be patient and take a breath at the end of sentences so your tone and pace are not impacted. Listen to understand and if a call is escalated, have the agent stay on the line so they can learn how to handle call. Training classes on this topic should have hands-on learning and coaching."
|- Becky Saurers, Contact Center and Learning Consultant, Saurers Consulting, United States|
"Complete product specific training coupled with customer service is the best way. Sympathy, Empathy and emotional intelligence are tools to deal with angry customers."
|- Wasif Balouch, General Manager Contact Center, PizzaHut, Pakistan|
"the HEAT principal works well and is simple to remember. Hear them out (don't int erupt) Empathetic (I understand how you feel ) Apologize ( I am sorry you have had that experience) Take Action (tell them what you CAN DO)"
|- Anthea Noonan, President, CEAD FM, Canada|
"They need to empathize - no one gets angry out of the blue. Something happened that led to that point. They have to realize that it is not personal, and make every effort to change the experience and situation for the customer. The customer has to know that at least you understand how they must feel about what has transpired. They also need not react emotionally or get defensive - this will make the situation worse."
|- Thabisa Magxwalisa, Team Leader, Volkswagen Group South Africa, South Africa|
ContactCenterWorld.com is the Global Association for Contact Center and Customer Engagement Best Practices and is the largest networking group for contact center industry professionals with over 145,000 professional members. Founded in 1999, ContactCenterWorld.com helps members improve service, performance, reduce costs, enhance sales and employee engagement.
About the Top Ranking Performer Awards
The annual Top Ranking Performer Awards was established in 2006 and is regarded by some as the Olympics of the contact center world as companies from all around the world compete for these prestigious awards and recognition. The 2016 awards are open already – details at www.ContactCenterWorld.com/worldawards
About the Top Ranking Performers Conferences
The annual Top Ranking Performer Conference was co-established in 2006 to run alongside the Top Ranking Performer Awards and is the most recommended industry conference in the contact center World. Delegates from all over the world attend and hear best practices shared by those who run centers. 4 events are run annually – one in Asia Pacific, one in Europe and 2 in North America – details at www.ContactCenterWorld.com/conferences
Today's Tip of the Day - Implementation Is Not Magic!
Published: Tuesday, July 28, 2015