All businesses have their fair share of difficult clients, and most often you have to deal with these clients on the phone. In this post, we discuss how to deal with those difficult clients over the telephone.
- Listen to Them
This is crucial. When you really listen to your callers and what they are telling you, you show concern while also gaining insight into the issues they’re having so you can in turn find the right solution. Try to avoid talking over your customers.
- Offer Validation to Callers
Often, the person getting mad at you on the phone just wants you to understand that they’re upset for a valid reason. Don’t talk down to your customers, rather let them know you understand and you are going to find a solution. Often, your staff may be hurried or stressed and unable to provide calm validation. This is where the help of a call answering service can be the ideal solution. The service can not only ensure the calls get to the right people, but can also handle your callers calmly, professionally, and offer them the time on the phone they need.
- Always Be Pleasant
Take the time to practice your tone of voice. The more experience you have handling clients, the more proficient you will become. Try to train yourself to maintain a calm and pleasant tone, no matter what the caller may be saying to you.
- Discover the Root of the Issue
As you are listening and gathering information from your caller, you can begin to determine what the root of the issue may be, and this is vital. Once you have figured out the root cause, you can solve the issue and end the call on more positive terms.
- Offer Several Solutions
Always express an apology for the problem the caller is having. But, you can’t keep apologising. Give your caller a single, clear solution if there is one, but aim to offer a variety of solutions for a difficult issue so that the caller can decide for him or herself how they want to proceed. We all like to have options.
- Try Not to Keep Your Customer Waiting
If it’s possible, try to back avoid placing your caller on hold as this is likely to irritate them even more. If you do need to check something in order to find a solution, try to do so while they are on the line, if you can.
- Always Be Honest
It’s only natural when we’re being yelled at to tell the caller what they want to hear and try to get off the phone quickly. If you can’t figure out what the issue is, he or she is only going to keep calling or take their business to your competitor. The caller needs a valid solution, so tell them what you know, be clear and honest and if you don’t have a solution, say so. Just be sure to reassure them that you will find an answer for them.
- Show Empathy
Even if the person is a complete stranger, and you’re not personally involved with the issue, you can still show them empathy and help to calm them down.
A difficult caller is a difficult situation. Use these tips to deal with your next difficult customer.