AnswerFirst - BPO Service Company
AnswerFirst
It’s not easy, but the ability to successfully deescalate these calls is essential to a company’s bottom line In fact, U S companies lose about $41 billion each year because of poor customer service People don’t only share their negative experiences via word-of-mouth In our digital age, they also post the details online
If your business is focused on providing excellent customer service, you know all too well how unpleasant some of these situations can be! How do you calm an angry customer down and resolve their problems? Don’t worry Below, we’ll go over several ways to deescalate an upset caller
When someone is yelling at you, it’s easy to go into fight-or-flight mode You want to yell back or transfer the call to someone else
Handling escalated calls well, though, requires an almost Zen-like calm Take a few deep breaths, and remember the customer is not actually angry at you Upset callers are usually actually upset about their own problems
Try to be empathetic, and imagine how you would feel in their situations You might be surprised to find you’d be angry too!
We know that it can be hard to remain calm and not take it personally when someone is yelling at you on the phone Even the most battle-tested customer service agent won’t be able to feel good about being screamed at for something that’s not their fault, or was out of their control
But you need to realize that it really isn’t personal A frustrated and angry customer probably has a few reasons to feel angry and upset, and they’re trying to vent Yelling at you won’t make their problem go away, but it may make them feel a bit better
So try your best to not take angry callers personally They do not have a problem with you as a person – but with the company you’re representing Don’t take their anger or rudeness personally
However, there is a limit to this For example, if a person is screaming obscenities or slurs or is attacking you personally, talk to your manager or supervisor about what to do You may be allowed to hang up on the caller or transfer them to a manager or other higher-up in your customer service team
Angry people usually have a lot to say By the time they are talking to you, their minds have been swirling around and around, repeatedly going over their issues
That’s okay Let them talk
Your job is to listen Then, when they are done, reflect back on what they said Start your sentences with “I hear…” or “I am hearing…” At this point, you are not trying to solve their problem You are providing validation which is a crucial first step in diffusing a tense interaction
A sincere apology goes a long way towards calming down an irate customer An insincere one, on the other hand, will make the situation worse
The more personalized your apology, the more heartfelt it will appear Take some of the details from the customer’s complaint, and sprinkle them throughout your apology
Also, make sure to follow your apology with a specific plan of action Tell your customer how you are going to begin solving their problem
This is a very helpful “active listening” technique that allows you to ensure the customer feels like they’re being heard, and you’re ready to help them with their problem
For example, if a customer calls you and is very rude or upset because they were charged for a subscription that they canceled, listen to them carefully – then summarize what they’ve told you You could say something like: So, you’re saying that you were charged for your subscription to [SERVICE] even though you canceled it You would like a refund, and to make sure that your subscription is canceled so you’re not charged again Is that right? Repeating their information and asking if you are understanding them properly will give them time to calm down, and reassurance that you really are listening and trying to empathize with their situation
When handling difficult customers at a call center, the absolute worst thing you can do is put them on hold Nothing is more irritating to an already angry customer than waiting on hold and not knowing what’s going on Prompt customer service is the very first step in proving an upset caller you’re committed to help him with his problem If you are researching their problem, talk them through it Let the customer know exactly what you are doing as you problem-solve This is one of the best ways to show them you care
Empathy and apologies are necessary to gain the customer’s trust But if the phone call ends without anything other than an apology, only 23% of customers are satisfied
On the other hand, if you offer an incentive such as monetary relief, that figure jumps to 73% Clearly, the ultimate goal of all calls is either a resolution or some other form of compensation
If there isn’t a clear solution, consider letting the customer choose which course of action to take Having choices is calming because it offers a sense of control
Above all, don’t end the call saying, “Sorry, there’s nothing we can do ” That’s a sure-fire recipe for getting the manager or supervisor involved
If you have a rude customer screaming in your ear, it’s easy to promise things that you may not be able to deliver – just to get them to calm down, work with you, and stop yelling or being rude That’s completely understandable
But it’s a mistake If you make a promise that you can’t keep, your customer will be even more upset, and that won’t help your situation
