You’re not likely to come across many business owners who don’t believe in the practice of providing excellent customer service. This is certainly true for businesses that predominantly communicate with their customers over the phone. As all phone agents know, it’s no easy task to create and grow a relationship with someone you have never met face to face. However, the most talented of phone agents do it all the time!
It takes special skills to be a telemarketer. Patience is one very important skill. It is necessary because you’re not going to speak to happy leads and customers all of the time. As everyone who has ever worked on the phone knows, encountering angry customers is all part of the job. And it’s definitely not the easy part.
There are some important steps for all phone agents to take in order to calm down their irate callers. Here are three easy ones:
Step #1: Shut up and listen.
One of the best things you can do for angry customers is to let them get whatever they need to off of their chests. Let them vent. Give them the opportunity to express their frustration. But make absolutely certain that you are listening. Take notes if you have to. A guaranteed way to find out how to resolve the issue is to know exactly what the issue is and how it may have started.
“You can usually determine whether or not the caller is angry within the first few seconds of a call,” says TalkDesk.com, “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 his frustration. Sometimes, after a caller is given the chance to express displeasure, they will apologize and allow you to solve the problem with no further anger.”
Step #2: Express empathy.
A big step in calming down an irate caller is to immediately apologize for the inconvenience and stress that the unfortunate issue has caused. However, expressing empathy is more than saying you’re sorry. It’s putting yourself in the customer’s shoes in order to show that you truly understand his/her anger. For example: “I sincerely apologize for the mishap. I can appreciate your frustration. If I was in your shoes, I wouldn’t be pleased myself.”
Step #3: Show that you will be working to quickly remedy the problem.
When callers are irate, time is of the essence. More often than not, they will want their problems to be solved immediately. If it’s possible, stay on the line to show that you are working to resolve the issue right away. A couple of weeks ago, we posted a blog that focused on the appropriate techniques for putting people on hold. When dealing with irate callers, however, it’s best to avoid hold time.
According to TalkDesk.com, “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. While this may not be true, while on hold, a caller’s imagination will have plenty of time to think up negative reasons for why they are on hold.”
How will you know if your phone agents are following these three easy steps? Take advantage of SIClytics’ Live Call Monitoring services! For more information, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.