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how will you handle irrate callers?

Author killua_hxh99
#1 | Posted: 20 Feb 2008 07:57 
im new in customer service and im having problems on how to deal with irate customers.. can you give me some brief tips to deal with them.ill appreciate your help

Author KarenSB
#2 | Posted: 21 Feb 2008 13:12 
First and foremost, remember that whatever the problem, it is NOT personal. They have an issue with your organization, not with you. You just happen to be the representative of your organization, which means that you will get an earful.

What usually works well for me is:
- Listen carefully to the complaint/issue.
- Ask clarifying questions to ensure that you fully understand the issue.
- If you don't have an answer, be honest...but don't leave them dangling in the wind. Let them know that their issue is important, thank them for bringing it to your attention, tell them that you will be following up and give them a timeframe if you can. (I don't know how best to resolve this at the moment, and I'll need some time research this. Would it be all right if I called you back tomorrow at 1:00 with the results I have at that time?)

Remember, too, that there is a line between an irate customer and an abusive one. If the conversation starts going towards personal, if foul language and name-calling ensue, you are perfectly within your rights to tell that person that you would be happy to help them when they calm down. It's rare, but there are times when you have to be firm in this regard. While it is not ok to hang up on a customer, it is perfectly ok to tell them that you will disconnect the call if they don't calm down, then to follow through and do it if the situation warrants.

I hope this helps!

Author killua_hxh99
#3 | Posted: 21 Feb 2008 21:19 
thanks a lot karen..this sure helps

Author harindra
#4 | Posted: 25 Mar 2008 21:04 
One of the most important obligations for customer support is to ensure that customers are satisfied. Being able to help an angry or frustrated customer and keep him as a customer is both a skill and a gift. Tactics for dealing with an upset customer over the phone is something that can be taught. Possessing this skill will help make you a very valuable employee in the call center.
Here's how to handle an irate customer on the phone.
Listen, listen, and listen.
Let the angry customer talk through his/her problems and get it all out of their system. This step is important because the more time a customer spends airing his reasons for complaining, the more time he has to calm down.

Allow the client to express his opinions.
Do not yell or curse at the customer. Do not, however, allow the client to be abusive toward you.
Maintain your personal integrity at all times. If the customer is abusive, say calmly "I understand you are frustrated, and I want to help you, but let's remain professional." Or if the customer goes on and on you can simply say "if you continue to talk to me in this manner then I am afraid I won't be able to help you with the query" and still the customer talks in the same tone you can cut off the line.

Be sympathetic.
Make sure the customer knows that you understand his frustration and acknowledge the mistake that has been made. Recognize the customer's feelings about the mistake - how it must have felt to be the customer in this situation.

Be empathetic.
Listen actively. Restate the customer's complaint, "reflecting" his or her feelings back to him or her. That will let him/her know you are listening and that you understand his or her feelings.

Ask questions.
After he completes his story, ask about the facts and details of the matter at hand. Move into problem solution mode -- know when to ask open-ended questions, when to stick with "yes" or "no" questions.

Let the customer know you are sorry they have had a tough time (even if it's not really your company's fault - many times, an irate customer just wants to know someone cares that s/he is inconvenienced). A simple, "I'm so sorry this happened" will do. If you find that your company is at fault, definitely apologize again. Be sure to be sincere.

Offer to try to fix the problem.
Imagine that this was happening to you, and what you'd want done.

Ask what will make the client happy.
If he is without any ideas, recommend some. Have the client agree to a possible solution to the matter. He will be happier if he feels he had some say in how his complaint will be handled.

Always "recap".
Restate again every change you've made, and every new charge/adjustment you've made.

Write a clear, concise log of the incident so the rest of your staff is prepared in case there is follow-up needed. What would you want to find in the notes if this customer called back?

Author ERUM
#5 | Posted: 27 Mar 2008 22:18 
thank you very much for information its realy help me in improveing my work skill.

Author sonaljain_28
#6 | Posted: 29 Mar 2008 01:23 
I want information about customer care support system and how this system work?

Author glath
#7 | Posted: 29 Mar 2008 09:55 
Hi sonaljain_28 I don't think your post is related to irate callers, but if I can help I need to know if you are looking for information on customer care support activities or customer care support software?


Author marisayodele
#8 | Posted: 29 Mar 2008 16:34 
It is important to allow the client vent his/her anger.
Always seek to understand the customer and practice active listening.
Assure the customer that the issues raised are noted and will be attended to without delay. Appreciate him for his concern.

Author balvinderkalra
#9 | Posted: 10 Apr 2008 01:15 
Hi ,

First and Foremost in customer service industry , IRATE customers are the major portion of customers you need to handle i.e Easy Going customers are self managed and they show the directions by themselves.

In customer service we need to learn each day. few tips : -

1. Have a very very sound knowledge of your products and services. Knowledge of Customer service executive should always be much better than customer .. Never assume or underestimate customer's knowledge.

2. Customer service executive must have a very sound knolwedge of COMPLAINT MANAGEMENT. Irate customers are sure to spoil your reputation with 10 other prospective and active customers. Customer service executive must surely know how the complaint needs to be handled and who will resolve it WITHIN THE TIME FRAME.

3. Never be afraid of facing & accepting your mistakes ,maximum arguements come to an end if you accept the mistake and dont forget that customers appreciate this behaviour and confidence goes very high.

Hope i am able to answer your concern

Balvinder Kalra

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