Handling Irate Customers

There is nothing more disturbing than having an angry customer on the other line using profanity. Many customer service agents spend so much time that even the Average Handling Time (AHT) gets burned to the ground. What I would give to get through a day's shift without someone shouting on the other line. Oh well, not every day is a great day at work.

We have got to learn though that there are ways that we could appropriately deal with such languages. Now it doesn't take a college degree to know that you have to ease these people from their crises. I don't need to have a degree even with college scholarship to learn that. I know that some customer service agents would try to pacify the customer at once so as not to aggravate the situation. Some would even go through the whole process of "soothing" the customer's unruly tantrum. But remember, these moves will not actually get the customer to cooperate.

There are customers whose main objective is just to whine. Some call because they are frustrated over something. There are those who call because they believe somebody mistreated them. And of course, there are those who are angry but just need assistance at the soonest possible time.,

So, how do we deal with irate callers? Here's a four-step technique that is effective in handling such cases.

1. Tell the customer that there is no need to be angry and use profanity.
     Let the caller not that you are there to help them if they would allow you to do so. Being angry and using profanity cannot help their situation right now. Also, let the customer know that if they would calm down, you can more accurately give them the assistance they need. This move is the shortest way to pacify the customer without treating them like a child with a tantrum. Treat them like a baby and they will believe they have control of the call and you as well. Continue on with the call.

2. Tell the customer that you will release the call do not stop with the profanity.
     Give the caller a stern warning that if the use of foul languages do not stop, you will be forced to release the call at once. Customer service agents should allow themselves to be verbally abused. It is just right that customers using such words should be told that the call will not continue on, There is no way the customer can be assisted if he or she is just there to harass the agent. The call will be worthless. No assistance can be given, and no one will gain anything out of it.

3. If it continues, tell the customer that you are now releasing the call.
     At this point it is always best to end the call. It will be pointless to continue on if the customer will not allow you to help them. So politely tell the customer that due to the language used and the attitude exhibited, you are now terminating the call. It is actually the customer's discretion if he or she would call back or wait until he or she has calmed down and them make another call.

4. Report the situation to the superviser.
     After all that has happened let your immediate supervisor know what has transpired so that the team will be given information that such a customer is bound to call back and that precautionary measures should be made to appropriately deal with this person.

I know this will helps!


by: Jonathan Daoana