Do you provide tech support or solve customer problems over the phone? It’s quite likely at some point you will need to handle difficult customers on support calls. Below are a few tips that can help you provide excellent customer service to callers who are emotional, while still leaving them with a good memory of you.
During the Conversation:
During the Bug Fixing or Problem Solving Stage:
Throughout The Call Don’t Forget:
Don’t Understand Their Accent?
Many we work with at Authentic Journeys handle US customers and clients from offshore. It’s possible that it may be a challenge to understand American accents or the different words or terms that US citizens use. My suggestion is to relax, and completely listen. Give yourself credit. You would not be in this job if those who hired you did not think you were conversant or fluent in English. If you are wondering how we help people like you to gain confidence and reduce misunderstandings and instances to ask for the other to repeat, see this coaching interaction.
After the Call is Over:
Take a 30 second break. Or a one minute break. Clear your head. Going into the next call with that weight on you will be heard in your voice by the next customer. Every business is a bit different, however. If you have a quota of so many calls an hour to solve, talk to your manager about this before doing. What I have noticed in coaching professionals in various Business Process Offshoring (BPO) operations is that this break actually helps them solve the next calls quicker because they are clearing their head of the stress from the previous calls. Try it out and share your feedback below!
Jennifer Kumar, author of this article provides one to one and small group consultation to teams providing customer service to Americans and Westerners. For more information, get in touch with us today.
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