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Dealing with Angry Callers in a Call Center

by: PhillipEastwood on Date: Thu, 2 Dec 2010 Time: 8:06 AM

It is a common scenario for call center agents to encounter angry callers during an ordinary day at work. Dealing with irate customers often needs a lot of patience and tolerance. However, if all these age old trade secrets won’t work, it is always best to resort to other measures.

Remain calm and don’t shout back to customers who are already annoyed. Remember that it is your job to assist them with any trouble that your company product or service is causing them.

You also have to be very diplomatic and polite. Most companies remind their employees to not talk back or use foul language when talking to customers. Talk in a diplomatic manner but avoid being sarcastic.

Address the query as soon as possible. The call will be shorter if you immediately address the problem and offer the best solution. The shorter the call, the shorter the time you would spend dealing with an irritated consumer. Do not let the busy call center environment get to your nerves. It is important for you to handle your emotions well to maintain professionalism and to prevent any conflict brought about by heightened emotions.

A good call center agent is a good listener and makes the caller feel that the inquiry is very important. You must sound like you look forward to solving the problem. It is best to not interrupt angry callers when they are talking. Let them blurt out whatever frustration they feel about the product. Eventually they will calm down, and when they do, you can start addressing the issue and offering the best solutions.

It is also good to put yourself in the situation of the caller. Empathize with how they feel and make them understand that you are willing to help them with the situation. If you are not capable of offering the solution, go to your supervisor immediately and relay the concern. As a call center agent, you should know the importance of sincerity. Learn to offer genuine apologies and sincere sympathy. Smile while you are talking to the customer. Some studies say that the voice radiates the smile that can’t be seen while talking on the phone. It is also easier to deal with irate customers if you do not put your personal biases in the situation.

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