Q. I work in customer service and get so tired of people calling me and having verbal tantrums trying to bully me into helping them. It's my job to help them but I don't run the company. Is there any way to get these callers to settle down and problem solve?
A. Yes, try using these magic words, "I am on your side and am sure together we can find some solutions to your situation."
Given our stressful world, many of your callers can relate to the popular saying, "Just because you're paranoid doesn't mean they aren't out to get you." Many modern people walk around feeling that everyone is their enemy ... and then they make that phone call to you!
If you are not going to be treated like one more adversary in your callers' lives, you need to make it clear you want to find a solution, that you do realize they are frustrated, and that you are an ally.
When I train customer service personnel, I often hear them tell me about moments when they told a caller to, "Settle Down!" I caution against telling anyone in your business life to settle down, as it only results in the other person escalating into worse behavior.
Next time you get a cranky customer try these two strategies:
1. Repeat back the emotions you are hearing, e.g., "It sound like it has been very frustrating." Avoid saying, "I'm sorry you are frustrated." The caller knows you are not sorry and it makes you sound robotic.
Continued... |