Although nobody likes dealing with an Angry Caller sometimes we will experience an unhappy caller, it is important to handle these calls well, as a customer always can tell how good a company is by the way they handle a difficult call or issue.

Manner

I know this isn’t easy, but always maintain a polite and professional manner during the conversation. If you a sworn at resist the urge to tell them exactly what you think of them!

Explain

Let the customer know you are there to help and will do all you can to resolve the issue, but you need to find out the relevant information to be able to help them – account number, reason for issue etc.

Sympathise

Tell your customer you understand the frustration, although this may not be easy try not to blame the company or the customer themselves. Try to understand their point even if you don’t agree with them.

Honest

Be honest about what you can do, if you can’t help don’t try and bluff through the conversation this will aggravate the customer further. Let them know you would need escalate this to your management.

Listen

Don’t try and talk over the customer. This maybe a case of sitting there and listening to them vent their frustration, let them finish what they are saying. Once they have finished wait a few seconds before continuing the conversation – as this maybe just a pause for breath on their part!

Be Positive

Negative language such as ‘no’, ‘we can’t do this’ will leave the customer feeling they are hitting a brick wall. Let them know what you can do for them.

Treat as you would like to be

Don’t keep the customer on hold of ages if you waiting to escalate the issue, if the person isn’t available explain this to the customer and let them know the relevant person will call them back shortly. If you’re struggling with handling the call, don’t pass the customer amongst colleagues, if the customer is speaking to someone new they expect the issue to be resolved not hear the same thing again. Never call them sir or madam, you may see this as being polite, but many people see this as sounding patronising

Make the caller happy

Try to go the extra mile for the customer, give them different options of the way the issue can be resolved as this will make them feel in control. If you can offer a refund or voucher (depending on company policy) this can go a long way.

Finally……….

Make them smile

If you can compliment them on being patient whilst you have dealt with the issue or tell a joke to. If you can put a smile on their face before you end the call, this will leave the customer in a good mood as they end the call.

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