Dealing With Irate Callers
By Hazel Rabor
So how exactly do you keep your cool when handling an angry caller and successfully pull strings to make him or her feel the reverse of what he or she was initially feeling?
First up, take a deep breath and don't panic. Remember that the caller is not angry at you, but at the problem that he or she is experiencing so don't take it personally. Focus on the caller's complaint and try to really get to the bottom of the problem so that you can think of the solution to offer.
Before speaking, count to three and take another deep breath. This has the effect of calming yourself and your voice would come out even and firm when you speak. This would also give the caller the impression that you are a person in authority to handle the issue.
Apologize for the inconvenience that the problem has caused and assure him or her that you will do everything you can to have it fixed. This alone would already tell the caller that you are sincere and willing to listen and help.
A golden rule is never make excuses to the caller after he or she has told you of the problem. You were called with the expectation of giving a solution to satisfy the customer. By all means, have presence of mind and stick to that job.
If however, you cannot solve the problem because the person in charge of such an issue is from another department, transfer the call but before doing so, don't just say, "Hold on, I will transfer your call," as this will only cause more frustration.
State the reason but do it in such a way that the caller will understand the reason for the transfer. Say that you are turning over the call because the other department is the expert of the issue at hand. Do not forget to give the name of the person you are referring the caller to so he or she will know whom to speak to.
The most dreaded irate caller is the type who uses foul and offensive language in complaining about their problem and still carries on with sarcastic remarks as you try to solve it. It takes ultimate self-control not to lose your cool in this situation.
To make them feel that you are not the least bit ruffled and still in control of the situation, inform the caller in a firm but still pleasant voice that you can help work out a solution to the problem but you cannot continue doing so with any offensive language.
Of course, all that I'm saying is easier said than done but the key is to just concentrate on the complaint and come up with the best solution possible. The goal here is to make sure that the irate caller's angry expression would be replaced with a relieved, grateful and more importantly, satisfied smile after you handled his or her call.
Hazel Rabor works as a Marketing Specialist at Qualfon, your Partner in Quality Contact Services. For a free estimate on outsourcing your call center, please contact us at http://www.qualfon.com. If you wish to know more of the services we offer, please log on to http://www.qualfon.com/services.