5 steps for handling an angry caller in the call center

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5 Steps for Handling anAngry Caller in the Call Center

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As a call center representative, you will come

across angry callers on a daily basis. How you

handle these interactions can either lead to a

successful resolution of their issue or losing the

customer forever.

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The following five techniques can

help to calm the caller, enhance the

productiveness of the call, decrease

handle times and increase customer

service quality.

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#1 Listen

You can usually determine whether or not the caller is angry

within the first few seconds of a call. 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 their frustration. Sometimes, after a caller has been

given the chance to express displeasure, they will apologize

and allow you to solve the problem with no further anger.

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#1 Listen

While the caller is speaking, it may be helpful to jot

down the major points of their problem on your

notepad. Angry callers tend to go on tangents.

Keeping notes will help you to find an answer to the

problem more efficiently and will also allow you to

maintain your focus.

(continued)

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#2 Remain Calm

It is important to stay calm during a call to prevent the

situation from escalating. Here are a few tips to try:

Focus on using an even tone while you speak. Using an agitated or angry tone will simply frustrate the caller even more.

Remember that the customer isn’t angry at you. It is the situation that is making the caller angry.

Put yourself in their shoes. How would you feel if this happen to you? Having a little bit of empathy for the caller can go a long way.

Take a few deep breaths to calm your nerves while the caller is talking.

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#3 Repeat Information

When the angry caller has finished talking, it is important to

make them feel as if you are on their side. One way to do this

is to apologize about the problem, convey empathy and then

summarize their main points. Doing so will not only make the

caller feel you are listening to them, it will also give them a few

moments to calm down. You may be surprised at how much

calmer they are when they start talking again.

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#4 Avoid the Hold Button

Many customers service representative will put an angry caller on hold,

believing that the hold time will allow them a moment to calm down. Actually,

the opposite is true. The hold time will add to the caller’s frustration

exacerbating the situation.

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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. No matter what the real reason is for

them being on hold, an angry caller’s imagination may run wild thinking of

negative reasons for it.

(continued)

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Instead of putting the caller on hold while you research the problem, talk to

them. Let them know exactly what you are doing to solve their problem. For

example, “It seems to me that you may have a billing error. I’m pulling up your

bills, Ms. Jones, and taking a look. I see that you were billed on the first of the

month and the payment was made automatically through your credit card. You

said you changed your method of payment, so now I am going to take a look at

the notes on your account to see when that change was made.

Talking to your angry customer will help to calm them as they will feel you care

enough to guide them through the entire process.

(continued)

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#5 Make the Caller Happy

Once you have researched the problem, it is time to take action. Below are tips

to help make callers happy:

Give them options: Giving your callers options to resolve their issue will make them feel

more in control. Be sure to not only tell your customer what their options are, but also how soon each option can be implemented. A lack of control can enrage the customer even

further.

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#5 Make the Caller Happy

Offer a refund or voucher: If your company policy allows, offer them a refund or voucher. It can go a long way in showing that you are sorry and that you appreciate their business.

Go the extra mile: Before ending the call, ask the caller if there is anything else you can help them with. Going the extra mile can make them feel more appreciated.

Make them smile: Finally, compliment them on being patient or tell a joke to lighten the mood. If you can put smile on their face before you end the call, you are an all-star agent.

(continued)

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www.companyname.com© 2015 Awesome Slides Theme. All Rights Reserved. www.talkdesk.com

Handling angry callers is part of the job at any call center.

Knowing how to deal with these challenging interactions effectively can go a long

way in improving the customer’s experience with you and your company. Listening,

staying calm, repeating information, avoiding the hold button and making your

caller’s happy are all essential when you have an angry caller on the line.

Employing these techniques will not only allow you to help the customer, but will

also improve customer satisfaction and reduce handle times.

Giving your agents the tools they need to successfully turn a customer frown upside

down is just as important as the above steps.

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5 steps for handling an angry caller in the call center

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