telephone trainingfor complaint management - what to do with difficult customers?
Posted: Thu Jan 30, 2025 3:54 am
People can also hear whether you are smiling over the phone. Don't believe it? Try it! The prerequisite, however, is that you mean it and smile from the inside! Smiling in itself is not enough, the positive attitude behind it is much more important, which you should adopt. British neuroscientist Jane Warren explains how this affects your customers : Just the sound of someone laughing causes our brain to prepare the facial muscles to join in and laugh: laughter (and smiling) is really contagious!
Be kind!
There are few things that anger a customer more than unfriendly staff. This applies online as well as offline, digital as well as face-to-face. Try to remain friendly even if you are having a bad day or your boss has yelled at you, because it is not the caller's fault. Even if armenia telegram screening it may be difficult at times: friendliness and a positive attitude towards work make many things easier and usually calm down even difficult customers.
Call the customer by name!
This strengthens the bond, ensures that the customer feels taken seriously and takes away the worry that their concern might not be important, since they are just one of many callers that your customer service receives every day. But don't overdo it! It seems artificial and forced. One to three mentions during the ongoing conversation are usually enough.
Especially if a customer calls frequently, addressing them by name gives them the feeling that you really know who they are and what their problem is. Of course, you don't have to know the names and processes of all your customers off the top of your head, but with the help of a CRM system , it's no problem for support to reconstruct the process in a matter of seconds while the customer introduces themselves and briefly describes their problem.
Let the customer speak!
In call centers in particular, there is often a requirement that a call should not last longer than, say, two minutes. My experience shows that this does not work! Not in call centers where one caller is dealt with after another, and certainly not in companies that strive to offer real customer service.
Be kind!
There are few things that anger a customer more than unfriendly staff. This applies online as well as offline, digital as well as face-to-face. Try to remain friendly even if you are having a bad day or your boss has yelled at you, because it is not the caller's fault. Even if armenia telegram screening it may be difficult at times: friendliness and a positive attitude towards work make many things easier and usually calm down even difficult customers.
Call the customer by name!
This strengthens the bond, ensures that the customer feels taken seriously and takes away the worry that their concern might not be important, since they are just one of many callers that your customer service receives every day. But don't overdo it! It seems artificial and forced. One to three mentions during the ongoing conversation are usually enough.
Especially if a customer calls frequently, addressing them by name gives them the feeling that you really know who they are and what their problem is. Of course, you don't have to know the names and processes of all your customers off the top of your head, but with the help of a CRM system , it's no problem for support to reconstruct the process in a matter of seconds while the customer introduces themselves and briefly describes their problem.
Let the customer speak!
In call centers in particular, there is often a requirement that a call should not last longer than, say, two minutes. My experience shows that this does not work! Not in call centers where one caller is dealt with after another, and certainly not in companies that strive to offer real customer service.