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5 Steps for Handling an Angry Caller in the Call Center

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5 Steps for Handling an Angry Caller in the Call Center

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Empower your call center agents to handle angry callers successfully and increase customer service quality with these tips.
www.talkdesk.com

https://www.talkdesk.com/resources/webinars/

Empower your call center agents to handle angry callers successfully and increase customer service quality with these tips.
www.talkdesk.com

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5 Steps for Handling an Angry Caller in the Call Center

  1. 1. 1 www.companyname.com © 2015 Awesome Slides Theme. All Rights Reserved. 5 Steps for Handling an Angry Caller in the Call Center
  2. 2. 2 www.companyname.com © 2015 Awesome Slides Theme. All Rights Reserved. As a call center representative, you will come across angry callers on a daily basis. How you handle these interactions can either lead to a successful resolution of their issue or losing the customer forever.
  3. 3. 3 www.companyname.com © 2015 Awesome Slides Theme. All Rights Reserved. The following five techniques can help to calm the caller, enhance the productiveness of the call, decrease handle times and increase customer service quality.
  4. 4. 4 www.companyname.com © 2015 Awesome Slides Theme. All Rights Reserved. #1 Listen You can usually determine whether or not the caller is angry within the first few seconds of a call. When you come across an angry caller, it is important to simply listen to them before trying to defuse the situation. The caller may just want to vent their frustration. Sometimes, after a caller has been given the chance to express displeasure, they will apologize and allow you to solve the problem with no further anger.
  5. 5. 5 www.companyname.com © 2015 Awesome Slides Theme. All Rights Reserved. 0403 0605 0201 #1 Listen While the caller is speaking, it may be helpful to jot down the major points of their problem on your notepad. Angry callers tend to go on tangents. Keeping notes will help you to find an answer to the problem more efficiently and will also allow you to maintain your focus. (continued)
  6. 6. 6 www.companyname.com © 2015 Awesome Slides Theme. All Rights Reserved. #2 Remain Calm It is important to stay calm during a call to prevent the situation from escalating. Here are a few tips to try: Focus on using an even tone while you speak. Using an agitated or angry tone will simply frustrate the caller even more. Remember that the customer isn’t angry at you. It is the situation that is making the caller angry. Put yourself in their shoes. How would you feel if this happen to you? Having a little bit of empathy for the caller can go a long way. Take a few deep breaths to calm your nerves while the caller is talking.
  7. 7. 7 www.companyname.com © 2015 Awesome Slides Theme. All Rights Reserved. #3 Repeat Information When the angry caller has finished talking, it is important to make them feel as if you are on their side. One way to do this is to apologize about the problem, convey empathy and then summarize their main points. Doing so will not only make the caller feel you are listening to them, it will also give them a few moments to calm down. You may be surprised at how much calmer they are when they start talking again.
  8. 8. 8 www.companyname.com © 2015 Awesome Slides Theme. All Rights Reserved. #4 Avoid the Hold Button Many customers service representative will put an angry caller on hold, believing that the hold time will allow them a moment to calm down. Actually, the opposite is true. The hold time will add to the caller’s frustration exacerbating the situation.
  9. 9. 9 www.companyname.com © 2015 Awesome Slides Theme. All Rights Reserved. #4 Avoid the Hold Button Some callers believe that hold time allows representatives to talk rudely without being heard. Others believe that they are put on hold so that the representative doesn’t have to deal with the problem. No matter what the real reason is for them being on hold, an angry caller’s imagination may run wild thinking of negative reasons for it. (continued)
  10. 10. 10 www.companyname.com © 2015 Awesome Slides Theme. All Rights Reserved. #4 Avoid the Hold Button Instead of putting the caller on hold while you research the problem, talk to them. Let them know exactly what you are doing to solve their problem. For example, “It seems to me that you may have a billing error. I’m pulling up your bills, Ms. Jones, and taking a look. I see that you were billed on the first of the month and the payment was made automatically through your credit card. You said you changed your method of payment, so now I am going to take a look at the notes on your account to see when that change was made. Talking to your angry customer will help to calm them as they will feel you care enough to guide them through the entire process. (continued)
  11. 11. 11 www.companyname.com © 2015 Awesome Slides Theme. All Rights Reserved. #5 Make the Caller Happy Once you have researched the problem, it is time to take action. Below are tips to help make callers happy: Give them options: Giving your callers options to resolve their issue will make them feel more in control. Be sure to not only tell your customer what their options are, but also how soon each option can be implemented. A lack of control can enrage the customer even further.
  12. 12. 12 www.companyname.com © 2015 Awesome Slides Theme. All Rights Reserved. #5 Make the Caller Happy Offer a refund or voucher: If your company policy allows, offer them a refund or voucher. It can go a long way in showing that you are sorry and that you appreciate their business. Go the extra mile: Before ending the call, ask the caller if there is anything else you can help them with. Going the extra mile can make them feel more appreciated. Make them smile: Finally, compliment them on being patient or tell a joke to lighten the mood. If you can put smile on their face before you end the call, you are an all-star agent. (continued)
  13. 13. 13 www.companyname.com © 2015 Awesome Slides Theme. All Rights Reserved.www.talkdesk.com Handling angry callers is part of the job at any call center. Knowing how to deal with these challenging interactions effectively can go a long way in improving the customer’s experience with you and your company. Listening, staying calm, repeating information, avoiding the hold button and making your caller’s happy are all essential when you have an angry caller on the line. Employing these techniques will not only allow you to help the customer, but will also improve customer satisfaction and reduce handle times. Giving your agents the tools they need to successfully turn a customer frown upside down is just as important as the above steps.
  14. 14. 14 www.companyname.com © 2015 Awesome Slides Theme. All Rights Reserved.www.talkdesk.com Find out how Talkdesk’s cloud-based call center solution will empower your agents to handle even the most challenging customer calls with a personalized demo. Cloud-­‐Based   Call  Center  Software www.talkdesk.com/demo

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