Title: Dealing with Difficult Customers Can Be Easy by Using These Tips
120 Ways to Handle Difficult Customers at Your
Call Center
2Introduction
- Dealing with difficult caller is always a
difficult task. - Your brand image can be improved or deteriorated
by a simple dialogue that is why agents are
responsible and liable for customer experiences. - So, it can become fairly a depressing job
sometimes. - However, its significant to provide your call
center agents with the proper tools, training
and call center software to help them deal with
difficult customer behavior with elegance.
3Ways to Handle Difficult Customers
- Summarize at the end of call
- Dont Make Customer Wait
- Apologize for the problem
- Try to Retain the Client
- Win over Clients with Kindness
- Meet Customer Expectations
- Reassure the Caller
- Always stick to the point
- Make it difficult for the customer to stay angry
- Avoid Saying NO
- Show Customers You Care
- Listen to your Customer
- Be Empathetic towards Client
- Dont Raise Your Voice
- Dont think that you are speaking to just one
Customer - You Should Know When to Stop
- Dont Get Upset or Angry
- Dont Take Things Personally
- Be Human
- Timely Follow-Up
41. Listen to Your Customers
- Listen to their ranting and try to note down the
important details. - Do not try to interrupt your customer.
- Do not argue with them.
- Do not try to stop their rambling.
- Do not try to prove that you know better.
- Let your customer speak as much as they want to
and let them get their frustration out.
52. Be Empathetic towards Clients
- Put yourself in the shoes of your customer.
- Make it a point to realize what they feel.
- Try to feel what your customers are going
through and speak to them accordingly. - That will help you build a bond with your
customer.
3. Dont Raise your Voice
- The customer who is being difficult is likely to
speak in a tone that is higher than normal. - Lower your tone and speak in a calm voice.
- That can have two effects, i.e. it brings down
the anger of the customer himself as well as it
averts an ugly situation where both the customer
and the agent are engaged in a battle of words.
64. Dont Think that You are Speaking to Just One
Customer
- You should be more careful of what you say and
most importantly, how you say it. - Your style of speaking would be more
sophisticated and refined and just right for
difficult customers.
5. You Should Know When to Stop
- Difficult customers exist for the only reason to
make your job harder for you and you shouldnt
let it get to you. - You should know when to give in.
- There comes a point during the communication
when theres no point in speaking more. - Then, the wisest thing you can do is to
surrender and escalate the case to your superior.
76. Dont Get Upset or Angry
- As a customer care agent, you are taught to
handle difficult situations and customers. - It is your task to ensure that the situation
doesnt go out of hand or that it doesnt
escalate. - Naturally, you as the customer care agent must
keep calm and maintain composure. - This will help balance the tensed situation.
87. Dont Take Things Personally
- Keep in mind, all that client says is in a fit
of rage. - In a moment of anger, they could perhaps be
trashing your company and your customer care. - But that doesnt mean they are attacking your
individually. - If you feel your rage slithering up gradually,
take a deep breath and repeat the above to
yourself.
8. Be Human
- The customers arent infuriated without a
reason. - Something must have gone wrong for them to reach
this point. - As the customer care agent, it would be better
if you could try and understand their condition
and put yourself in their shoes.
99. Timely Follow-Up
- Dont make empty promises. Empty promises speak
volumes about the kind of customer service you
offer. - Use the best call center management
software which permits you to recall the customer
routinely. - That not only makes your work easier for you but
also ensures that you never miss a call.
10. Summarize at the End of Call
- You must put all the details regarding the call
in call center software solutions. - List the steps they have to take and all that
they have to do all over again. - That helps the customer understand better and
would ensure that they dont face similar
troubles in the future.
1011. Dont Make Customers Wait Longer
- Efficiency is the one thing customers really
want from you. - When you are completely aware of the issues
faced by client, you should get to work as
quickly as possible. - They would calm down because youre giving them
what they want. - If you know whats to be done, then dont wait
around. Do it. - Prove yourselves to the customer..
1112. Apologize for Problem Caused
- This is the first formality that you need to get
out of the way. - It makes the customer feel validated and that
you arent ignoring his problem altogether. - Thus, apologize before you proceed to the
solution.
13. Try to Retain Customers
- You need to take every measure to pacify them
and even please them. - One way of doing so is offering them
compensation. - If you feel that you are on the verge of losing
a customer, offer them free goodies or discounts,
whatever suits you. - That is sure to win the customer over again.
1214. Win Over Clients with Kindness
- When the extremely annoyed customer calls you
up, you would know from their tone that they are
in a fit of rage. - Be extra courteous and polite to them.
- Try to be empathetic and kind to them.
- But dont overdo it
15. Reassure the Caller
- Reassure the customers that you are looking into
it and that you will do your best to solve it. - Console them and tell them that calling you was
the right thing to do. - Or that you are ready to listen to anything the
customer has to say. - Or that you understand why or how the problem is
distressing the customer.
1316. Meet Customer Expectations
- Show them your enthusiasm to help them out.
- Delivering more than what you promised is a
smart policy that you must have learnt about in
your training sessions. - If you promise less than what you deliver, it
sets the expectations low. - That way, when you surpass the expectations,
your customers are left surprised and blown away
by services. - Make sure you exceed their expectations.
1417. Always Stick to the Point
- When it comes to difficult customers, it can be
pretty easy to stray from the problem as they are
way very sensitive and want to focus more on why
they are angry. - As a trained customer care agent, it is
estimated that you would be able to steer the
conversation accordingly and would be able to
stick to the facts. - Remaining facts in these cases is crucial so
that you dont anger the customer any further.
1518. Dont Let Customers to Remain Angry
- When the customer calls up to yell at you, they
are yelling at the company in general but you
become the middleman. - Make them realize that you have a separate
identity. - Make them understand that though you represent
the company, you arent the COMPANY. - That would not only calm down the customer but
would also prevent them from attacking you
personally.
1619. Avoid Saying NO
- The last thing an infuriated customer wants to
hear is no. - It would actually make matters worse.
- It might fuel their anger and they might even
hang up. - You definitely want to avoid such nasty
situations at all costs. It could permanently
hamper your relationship with your customer.
20. Show Customers You Care
- This is equally important for all customers
but for difficult callers, you need to give them
special attention. - You need to make them feel wanted, cared for,
understood and you need to show them that you are
empathetic. - You need to give the customer what he or she
wants and you need to give it to them in a manner
that they want.
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