Handle Miffed Customers Like A Pro

If you ever ask a call center employee what a bad day looks like, he sure will tell you about the annoying customer who made his life hell recently. The customer is always right is actually a myth; a lot of times it’s the agent who is right and is doomed to silently suffer the wrath. It is also not just about being right or wrong; a lot of consumers forget that they are talking to a human who has the tendency to feel upset when subjected to humiliating words and crass language. Even if there is something that genuinely troubles the customer, he sure does not have the right to humiliate an agent who is just trying to do his job. However, can you explain this to an irked consumer? Absolutely no! So, why not just make peace with it and accept this as a part of your job? If you are a customer service representative and are ready to do so then here are some tips to deal with miffed customers:

•          Firstly, do not take it personally; the person on the other end is annoyed but it is nothing to do with you. Never ever get caught up in emotions in order to properly listen and understand the issue.

•          Apart from this, you need to understand the power of a sincere apology to deal with such issues. Like your mother forgives you for breaking her favorite vase because you sincerely apologized; your customer might calm down after hearing a simple and sincere apology.

•          Lastly, it is important to end such calls on a positive note. So, if there is no solution for the reported problem it is suggested to say something like, “let me see what I can do for you.” An agent should stay at bay from directly saying no to resolve any issue without consulting his seniors. This is a quite unprofessional way to end any call and to survive in this industry, it is crucial to learn to be amicable and positive.

These are just a few tips to deal with the agonizing customer calls. However, they sure can be of great use for newbies who have still not adapted to the frantic work environment of the call center outsourcing industry. Yes, this industry is not as glamorous as you get to see in movies but it sure offers bright prospects to aspirants, who are ready to adapt to its pros and cons.