Dealing with difficult callers can be a daunting task for call handlers. Throughout their day, they may have to deal with customers who are angry, frustrated, or overwhelmed as they try to troubleshoot an issue. When faced with such a situation, it’s important for the call handler to remain calm and maintain their composure.
What to do when confronted with a difficult call
When faced with a difficult caller, call handlers should employ active listening skills. This involves not only providing verbal feedback and repeating what the caller has said but also demonstrating understanding of the person’s feelings and being patient throughout the conversation. Instead of just responding with a generic answer or trying to get the customer off the phone as quickly as possible.
Call handlers should take time to empathize with the caller before responding. Showing empathy and understanding helps establish trust between both sides making it easier to troubleshoot the issue. The call handler should use their words carefully to express sympathy, such as saying “I understand how frustrating this must be for you” or “I’m sorry. But be wary…do not overdo the “I’m sorry” as it will lose effectiveness.
When dealing with a difficult caller, call handlers should look for a solution that is tailored to the caller’s specific needs. They should ask the caller questions to gain insight into the problem and find the root cause of their frustration. This can help the handler understand how best to approach the situation and offer solutions or alternatives that address the caller’s needs.
Call handlers should remain professional and avoid taking a caller’s behavior personally. It is important to remember that the caller may not be aware of the facts surrounding their problem and instead may be venting out of frustration. The agent should respond with non-judgmental language and demonstrate an understanding of the customer’s feelings.
Dealing with difficult callers can be challenging, but following the tips outlined above can help make the process smoother. With patience and understanding, call handlers can de-escalate a heated conversation and reach an amicable solution that is tailored to the customer’s needs.
By taking the time to listen, empathize, and tailor a solution to the caller’s individual situation, call handlers can create a pleasant experience for both themselves and the customer. It may not always be easy, but with patience and understanding, it is possible to turn a difficult situation into an amicable one.
Hopefully this helps people understand and handle difficult calls.
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