subject: Handling The Angry Callers In A Call Center Outsourcing Center [print this page] Agents working in a contact center have to face different kind of callers on a daily basis. The most difficult ones to handle are the angry callers. Talking to them can be a real problem as they wont listen to what the person at other end is speaking and might even use abusive language against agents. Dealing with such customers is a really tough job but it has to be done by someone. Further, if you dont give proper attention to these customers then they will spread bad publicity for you.
Mentioned below are a few tips that would help agents working in a call center outsourcing company in handling angry callers.
Dont Argue With Them: The one thing that you should never do is argue with an angry caller. The more you will argue with them, the angrier they will become. Instead, try to stay as calm as positive and try to calm them down too. Usually, they will start very loud and may go on for a few minutes but eventually they will calm down as they also expect to get a proper solution for your end. By arguing with them you will only be delaying this process.
Listen To What They Want To Say: The best way to handle such customers is by understanding their problem and allowing them to speak what they want to say. First of all, this will help them in cooling down and secondly, you will be able to provide them with proper solutions once you know their exact problems.
Make Them Feel That You Care: The caller at the other end of the telephone is also a human being and we all respond to emotions. Showing them that you genuinely care about them and are doing everything possible to sort out their problems would definitely make them feel better. Further, tell them that you are sorry for all the inconvenience faced by them. A small gesture of care could work wonders in customer care call center services.
If You Feel Angry, Just Control It: There might be situations when the caller at the other end could really make you feel angry. No matter what happens, you can never lose control and let your anger out. You are representing an organization and it wont be tolerated if you behaved badly with a customer.
Just remember that you are an agent working in a call center outsourcing company and whatever the customer is saying to you is not meant for you, it is meant for the company you are representing. Never take it personally and it will become much easier for you to tackle such customers.
by: Morris Jane
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