As a Customer Service Call Center Agent, this is the biggest challenge to face – an angry irate customer. The Agents at Call Centers India are adept at handling such situations, as we emphasize on continuous training for our Agents. A workshop was organized this weekend as well. Here are some of the key points discussed in this workshop:

 

1. Identify and understand the cause of anger Never feel personally hurt if an agitated customer is screaming at you. Because they are not angry on you! They are either venting their frustration on the company you represent or they have facing some emotional stress themselves. As an Agent at call center, you have to be detached from such situations. Observe the conflict like an observer first and try to identify the real reason which has made the customer angry.

2.Soothe with a warm Sorry Once you get to know what the problem is, acknowledge the fault on behalf of your enterprise and apologise whole heartedly. It is an instant method to diffuse the anger of any person. Say a ‘Sorry’ with courtesy and express your regret for the inconvenience caused. This will calm the customer immediately.

3.Help promptly to solve the problem Remember that the customer has called you with an expectation of a solution. So assure them that you will definitely help and get their problem fixed as soon as possible. If you are not able to provide the final solution, then escalate the issue to the relevant person. Make earnest efforts to get the solution fast. These three simple tips, though have been already shared with our team of Agents, were reinforced yet again with this weekend workshop. The workshop was loaded with role-plays, mock-calls and team-games to drive the theory along in a fun way!