An angry caller can be a challenging undertaking for a call center agent. With a little forethought, and some patience, the experience can lead to a satisfied caller and improved overall call experience.
Here are some tips on how to calm angry callers:
It's important to remain calm and professional when dealing with an angry caller. Speak in a calm tone and avoid getting defensive or emotional.
Allow the caller to express their concerns and actively listen to what they have to say. Take notes if necessary and show empathy by acknowledging their frustration.
Even if the caller is not entirely justified, it's important to apologize for their frustration or inconvenience caused by the situation.
Try to offer solutions that can address the caller's concerns. If the issue is not within the agent's authority, transfer the caller to the appropriate department or escalate the issue to a supervisor.
After resolving the issue, follow-up with the caller to ensure that the situation has been resolved to their satisfaction.
Dealing with angry callers can be emotionally exhausting. Encourage agents to take breaks and practice self-care to avoid burnout.
The telephone is vital to call centers – implementing custom auto-attendant greetings and music on hold messaging helps to calm irritated or anxious callers.
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