In an ideal world, bus
iness would run smoothly day-to-day, work would be completed seamlessly, and clients would always be content. However, this is not the case for any business in existence. No one is perfect, and companies must have processes in effect to manage customers who are dissatisfied with the service or product they were delivered.
Often times in a call center setting, agents will receive calls from angry or irate customers. Of course there are different levels of and reasons for these emotions, so not all protocols will be the same. Call agents must be empathetic enough to understand the client’s point of view, but also be able to reason with them to reach a resolution.
Listen to the whole story. The last thing you want to do is make an already angry customer more upset. Let them tell their story so you can get all the details as to why they’re calling. Even if you don’t agree with their reasoning, remain calm and understanding – never argumentative. Many times, customers will settle once they release their emotions to someone representing the company.
Display empathy. Some customers will try to dominate the call with their opinions. Stay in control of the situation and regain their attention with a simple statement that shows you care:
“I understand your aggravation, Mr. Smith, and I truly apologize for the inconvenience it’s caused. Now, I’d like to get a little more information from you to resolve this issue.”
Patience and positivity are key. Remember that the caller is not angry with you personally, they are mad because of the situation they’ve encountered. They will initially be most upset on the first call, so allow them to vent and stay optimistic. In the end they will appreciate your patience and have a better outlook on the company’s customer service level.
Cut yourself a break. Managing caller’s emotions can sometimes leave you exhausted and uptight, so be sure to take a few minutes to yourself when you feel this happening. A productive, happy workday starts from within; short breaks throughout the day are recommended. Take a walk, grab a coffee, stop by a coworker’s desk to chat – anything to help you balance your own emotions and reduce stress. Once you feel rejuvenated it will be easier to cater to callers’ needs effectively.
I first heard of Dennis Snow and his amazing new book a few months ago. A colleague within my industry was hosting an audio interview with Mr. Snow. I previewed his book, “Unleashing Excellence: The Complete Guide to Ultimate Customer Service” and read his bio, both of which caught my interest. Dennis Snow spent twenty years developing his customer service principles at the Walt Disney Company in a variety of leadership roles. I decided that I should attend two reasons, one delivering excellent customer service is the key component in our company’s culture and two I’ve simply never been disappointed in my experience at either Disneyland or Disneyworld.
