No matter what your service or your products are, you are bound to receive that angry call from one of your customer. It may not entirely be your fault that the customer is very angry but making him or her more angry and irritated that he or she hates your company is entirely up to you. One of the things that make customers mad is not only having bad service but also having no one answer their calls when they need it most.
Callers call you on times when they are free or are in dire need of your service. Although lots of calls are made during office hours, there are still some who need to call you even after office hours. When angry customers are answered by voicemail, they become even more furious. This is also true when they are put on hold for a long period because there is a long cue for your agent. CMS after-hours call service 2015 can help you in instances like these. They are able to provide a human to receive the calls no matter what time it is. All of their agents are also trained to handle angry customers.
In case it was you who answered the phone when a screaming and angry customer calls, do you know what to do? You can’t just hang up the phone because that will make the person on the other end of the line more furious at you and your company. Here are some tips on how to help you handle that call by yourself.
- Relax and stay calm – The last thing you want to do is to be furious at the angry customer. Although the other caller tends to be disrespectful because of all the shouting and swearing, you shouldn’t take it personally and just calm down. When you are calm, the other caller will tend to be calm too.
- Be understanding – If you put yourself in your caller’s shoes, do you think you would be upset too? Try to view the problem in the caller’s perspective so that you can really try your best to find out how to fix or his problem. You should also try to think on how you want to be answered in case you are in the caller’s shoes. Maintaining a low and calm voice helps you sound more respectful.
- Smile while talking – Smiles can’t be seen through the phone but they can be heard with your voice. Smiling also helps you to be happier so that you won’t burst out in anger too when an angry caller is on the other line. A smile will helps you sound friendlier and it builds trust that you will do your best to try to do something about their problem immediately.
- Learn to listen – Listening means that you understand what your callers are trying to tell you. Sometimes callers can’t really describe their problem in detail. You have to listen to them then ask questions to verify what problem they have or what they want from you.