As a call handler there is no doubt that you will come across frustrated or even angry callers daily, and how you handle those types of calls will either lead to a successful resolution or risk losing the customer altogether. It is essential for all call handlers to receive the proper tools and training to help them handle difficult callers in a friendly, professional manner. We have compiled a list of 3 techniques that can help you calm an angry caller, decrease call handling times, increase customer satisfaction, and make every call a productive one.‹ Back
ListenThe first step in resolving an issue with an angry caller is to, quite simply, listen. When you find yourself on the phone with someone who is frustrated, they most likely want to vent and express their concerns to someone who is in a position to help them. The most important thing to do is listen to them before attempting to defuse the situation. After the caller has voiced their frustrations, they will calm down and allow you to calmly resolve their problem. When you are allowing the caller to speak, make notes so you can focus on the main points. As angry callers tend to speak quickly, it may be difficult for you to keep up, so jot down any important points and come back to them later. This will help you to find an answer to their problem much more efficiently.
Keep CalmAside from allowing the caller time to speak, so you can listen to them, it is also important to remain calm to prevent the situation from escalating. When you are communicating with someone who is angry and maybe raising their voice, you should focus on using an even tone. When you’re dealing with an angry customer, remember that they are not angry at you or anything that you have done. They are venting their frustration at their situation in the hopes that you will help resolve their issue as quickly as possible. When you are speaking with an angry caller, it may be helpful to put yourself in their shoes – a little empathy goes a long way in rectifying the situation.
Repeat and Confirm InformationAs annoyed callers often speak very fast, it is easy to miscommunicate and mishear important points. To prevent this from happening, you should always repeat and confirm pieces of information to ensure that you have all the information you need to find a resolution. After giving the caller time to talk, apologising for their problem, and conveying empathy, you should always summarise their main points before ending the call. When you confirm this with the caller, they will feel like you are listening to them, and you may be surprised at how much calmer they become. Handling angry calls is part of every call handling job and knowing how to deal with these types of challenging calls is important when it comes to offering solutions and improving your customers’ experience. Listening to the caller, remaining calm, confirming information, and avoiding the hold button are all essential when you have an angry caller on the line. Trying these techniques may seem obvious but they will help improve customer satisfaction and reduce call handling times.
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