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How to deal with day-to-day grievances.

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How to deal with day-to-day grievances.

Skillful use of language to calm an angry customer is a vital part of any agents skill set. We’re going to list a number of potential phrases that can defuse a situation in a fashionable manner.

We will also discuss the four most frequent angry personality types alongside with the appropriate responses that will aid you in tackling even the most difficult ones. Keep in mind that every customer is unique and some of them will be a mixed breed of two or sometimes more listed personalities. Those particular cases can be tricky so choose the best responses.

The Anger Venter

Most of the time this caller will have no legitimate reason to rage at your enterprise. He or she probably suffered some personal strain and just needs to vent and your staff will be the target his anger will rain down upon. His complaints will be blown out of proportions often inflating the most minute matter.

This type is quite frustrating to deal with, most contact center agents encountered legitimately furious customers at least once in their career and The Anger Venter type will just seem like a wast of time and energy.

Treat him with respect and take him seriously, we advise to use these phrases more than once during the conversation.

Phrases:

  • I’m so sorry that you feel this way, Mrs Anyperson…”

  • As a solution, may I suggest that…?”

  • What I’ll do right now is…”

  • We really do appreciate this feedback, Mrs Anyperson…”

  • May I arrange for an update call, at a time most convenient for you?”

The Legitimate Problem

Everyone makes mistakes, that’s a fact and most of the time those are forgivable. But, from time to time, enterprises miss their quality of service by such a large margin that when an experienced agent hears about the level of incompetence it boggles his mind.

This particular archetype of a unsatisfied customer in the most important one on the list by miles. You as a company, failed to deliver and now the client is back with a vengeance that needs to be sated.

Your agents should quickly escalate the matter ASAP but they should not leave the person hanging, comfort him, be empathetic and reassure him that everything will be fixed before he even notices.

Phrases:

  • Thank you so much for letting us know about this, Sir/Madam…”

  • I’m so sorry to hear about this, Mrs Anyperson…”

  • I completely understand how you feel, Sir/Madam…”

  • Thank you so much for your patience/understanding, Mrs Anyperson…”

  • I will action this for you right away…”

The Profanity Spewer

The Spewer is quite a fascinating specimen, easy to identify thanks to his high pitch roar and the overwhelming volume of profanity he spews out without much effort.

Quite an unknown fact is that most contact center agents will welcome him with open arms since this is the rare opportunity in which they are allowed to terminate the call.

No employee should put up with personal abuse but the standard within the industry deems it necessary for the agent to warn the customer at least thrice before ending the conversation.

Train your staff on the emotional side of dealing with obscene callers, there is no excuse for insulting a customer. Bellow you will find some phrases that can keep The Profanity Spewer in check.

Phrases:

  • I truly understand your concern, Sir/Madam, but unfortunately we cannot tolerate the kind of language you are using right now…”

  • I’m going to do my very best to help you, Mrs Anyperson…”

  • You seem very upset, Mrs Anyperson. Would you prefer to continue this conversation through email or post?”

  • I’m sorry you’re so upset, Sir/Madam. Would you like for us to call you back when you feel a little calmer?”

  • I apologies, Mrs Anyperson, but if you continue to use this language, I will be forced to end this call.”

The Threat-Monger

At first glance can often be confused with The Profanity Spewer but after closer examination his a different bag of chips altogether. The former’s intention is to insult the agent into cessation, the latter seeks to resolve his problem through emotional and sometimes physical intimidation.

Remember that insufficient re-compensation will only encourage more complaints. Keep in mind that despite being unpleasant and harassing your staff he is still a vital customer that is essential source of revenue. Call takers should strive to balance their response between cool-headed formality and empathy.

Phrases:

  • I do understand the inconvenience you’ve faced, Sir/Madam…”

  • Let me see how I can fix this, Mrs Anyperson…”

  • I recommend that you (insert action here), Sir/Madam, so that I can take further action without delay.”

  • I am more than happy to help you, Mrs Anyperson…”

  • For the quickest resolution, I would request you to…”