Businesses know that in order for them to remain profitable, they need to satisfy their customers all the time, which usually means being at the receiving end of their wrath from time to time. Customer service teams these days deal with more irate callers than ever because the pandemic has caused many to feel anxious and scared, which of course, only heightens other negative emotions.
So how do you handle irate callers during these extremely trying times? Here are a few tips:
1. It’s not personal
First things first; do not take anything the customer says in anger as an attack against you because you both don’t know each other personally. It may be hard to remember this especially when the customer starts using profanity or begins to question your values, upbringing, and work ethic (some customers are wont to do this in a fit of anger) but try to keep in mind it’s not personal so you can properly respond instead of simply reacting to every trigger thrown your way.
2. Politely acknowledge the issue
Listen carefully to what the customer is complaining about, making sure to take note of every small detail. It’s important to really pay attention here because whatever it is you hear will be the basis for your corresponding action.
3. Clearly state the steps you’ll be taking to address the situation
Once the customer has given all the necessary details and information regarding their concern, proceed to let them know the steps you will be taking to address their concern. Give them a detailed breakdown of what you’re going to do on behalf of the company. Provide reference/tracking number, if applicable; and let them know when you’re going to call them again for a follow-up.
4. Transfer the call to the right personnel
If you deem the situation will be best addressed by another personnel, maybe your supervisor or manager, let the customer know this and ask to be allowed to transfer the call. Do not transfer the call without informing the customer first. Let the customer know why you’re transferring the call and why you feel the other person is more suited to address their concern. Introduce the personnel to the customer before leaving the call.
5. Follow-up with a call
Whether or not you promised to follow-up after a specified number of days, make sure to call the customer to determine if their issue has been satisfactorily resolved. Inquire if they need help with anything else, and proceed as necessary.
Need a professional call answering team to take care of your business calls? Let us help you. TAB Answer Network is here to ensure all your office calls are answered promptly and professionally. Please feel free to contact us at (800) 880-4324 for questions or inquiries.