Challenging customers and complicated situations reach businesses every day. Your task is not only to keep the conversation pleasant and ongoing but also to solve customers’ issues. So it can be a very stressful and challenging position to be. However, with excellent communication skills, patience, and these five handy tips from Katrium on how to handle contacts from challenging customers, you are ready to manage your next customer crisis like a pro.
Ways To Handle Challenging Situations
Being an Active Listener
Whereas customer satisfaction mainly depends on how you handle the call. It is your duty to support and understand the problem. Remain calm and attentive to the client’s needs and moods. You can try to do everything in your power. If the problem requires more time, offer to arrange another time that is more convenient for the customer. In the meantime, you have time to look into the matter. If you receive a call from an angry customer, acknowledge their frustration and use empathetic expressions. If the caller is undecided, you can direct the conversation however you want. Be direct and ask the customer what exactly they are looking for. It won’t be easy to categorize all customers, but try to find the best approach based on their needs.
Use of Positive Language With Challenging Customers
Saying no but remaining open to discussion can be a challenge. So the customer might hear nothing other than your inability or hesitation to solve their problems. This makes them even more frustrated. If the solution is not available now but will be at some point, assure them that it can be resolved shortly. Another point to remember is: don’t blame the client, even if they said some things that you want to refer. Try using what we discussed instead of what you said, because that can sound like an accusation. You should avoid negative remarks that could offend the other person or make you appear incapable of handling the situation.
Preparing For Challenging Customers
Since every building has a fire escape plan, you should have a checklist of the most typical conditions and solutions. This way, it can help you escape the fire and deal with difficult customers like an expert. You can find out the expected difficult situations by talking with your more experienced colleagues. they will probably be able to give you some advice on how to handle certain situations. Secondly, during professional training, take the opportunity to play or simulate difficult calls, it doesn’t have to be a harsh test, make it fun by creating flashcards, presenting team strategies and playing quizzes. You can always gather information online and learn more about upcoming callers and the situations they might present to you. Once you have enough relevant knowledge and experience, create a cheat sheet to keep on your desk with all the essential information.
Improving Negotiation Skills
Sometimes working in a call center can feel like working in a psychologist’s office. In addition to having excellent communication skills, field experience, and problem-solving ability, you may need to improve your ability to manage your reactions to challenges that clients present to you. To find the best solution for both the customer and the business, you will need negotiation skills to sell your offer to the frustrated customer. A good help can be to listen to other agents’ calls and take into account their experiences and best practices on how to handle difficult situations. This will make you feel like there are many ways to handle situations. It is also essential not to take everything personally; Most of the time, you have to take the customer’s opinion into account and then let it go.
Transferring The Call
When all else fails and you understand that you and the client are bored, cannot find a common language and a solution, try to transfer the call to another specialist. What is essential, do it politely. Instead of angrily dismissing the customer, explain to them that you want them to find the best solution and that there is a better agent for their problem who will help them instead of you. Stating that you have the customer’s best interests in mind will change their attitude from feeling unwanted and expecting to be left waiting for hours, to a positive mindset that help will bring. This tactic can also shift customer anger toward a particular agent and not toward the overall company, product, or service you provide.
Read more about call center customer types and nurturing calling on our blog and learn to communicate with challenging customers even better!
