Call center agents can meet frustration during cold calling campaigns; sales managers face irritated customers. Today we’ll share 5 strategies to dispel a problem on the phone.
1. Don’t blame yourself
Do not take personal the reason of the client’s mood. The customer is not upset because of you, your voice, or your behavior. The client is dissatisfied with the services or products your company provides.
2. Keep calm
The client can scream, yell, and show emotionally his dissatisfaction. Your behavior in such situations should be the opposite: you need to remain calm. This approach will let you control the situation and build the conversation in the right way. The answer in the same tone will escalate the mood of the call. The thing that may help you to feel more confident is the script. If you have the scenario for specific situation, you chances to solve the issue increase.
3. Listen, not talk
The main aim of the angry customer’s call is to make the statement and ensure that it will be passed to the right department (e.g. delivery or customer relationship management). When the client is irritated the best way to dispel the situation is to listen to him. Let the customer to vent the anger. Be open and try to understand why the problem occurred; think over the solution of the issue. Pay attention to every tiny detail. Now you know why your client is upset and can work it out. Ask about important details. Don’t forget to write down personal information, which will help to identify the client.
4. Say that you are sorry and try to fix everything
Then move to apologizes. Even if the customer is not right you need to say you are sorry for the inconveniences and even for the time he or she spent on this call. You can put your apologize in one graceful sentence and then move to the next step which is finding a solution to the problem.
5. Ask for help
If the agent can’t handle the negative situation on his or her own, there is a perfect time to tap the supervisor. It is easy to make it by using the call center software that allows a supervisor to listen to the conversation between agent and client without actual participation in the dialog (incognito mode), or to participate in it but just as the helper for the agent (prompting mode), or to actually talk to client so he and the agent can hear him (conference mode). Make a note at the client profile at sales lead management software your team uses.