Top tips for managing unhappy customers in the Contact Centre sector

How do you handle a call with a dissatisfied customer?

In this article we will show you tips on how to deal with dissatisfied customers. To deal with these different types of customers, it is essential to bear in mind that these calls can generally be somewhat tense.

So be on your guard!

1. Empathise with the customer

One of the tips for dealing with dissatisfied customers is to keep in mind that every customer has a different sensitivity and can react in many ways. Therefore, trying to empathise and be clear about their preferences becomes essential.

While we may encounter customers who are visibly angry, we may also encounter customers who feel bewildered and uncertain. Or, customers who are extremely talkative.

All of these are customers who may present some difficulties when it comes to serving them. The key is to think about how they would like to be treated, and put everything else aside.

Being able to detect the customer’s preferences through their words and way of expressing themselves (tone, phrases, sounds…) will help us to communicate in a way that is appropriate and adapted to each customer.

2. Reduce the intensity of the conversation

Understandably, when a client calls us with doubts or is a little nervous, it is very common to unconsciously start to raise the tone of voice. Reducing this intensity seems simple, but it is not. It is a matter of progressively lowering the tone of voice and language.

You will find, in most cases, that clients follow your example and gradually become calmer, and their level of anxiety or stress decreases, positively and directly affecting the agent.

Other very similar techniques with the aim of reducing the stress level of the client is to show that you understand the problem, that you are involved, with phrases such as “I understand why this is difficult for you” or “we will help you to solve this problem”.

3. Redirect the situation

In this type of situation it is quite normal for the customer to present a more tense attitude than usual, so a good strategy is to be able to redirect the situation so as not to create tension in the call.

A good strategy to follow in these cases could be to take a small step back, take a 10 second break to allow the agent to focus, look at their notes and reflect on what happened, what was the customer asking for?

This is especially valuable for Call Centres that follow strict scripts. It would also be very interesting, as far as possible, if the Call Centre itself had some method of monitoring by expert advisors where they could offer quick help in these cases.

4. Rethink the situation in a positive way

We should try to reframe the situation in front of us in a positive way. “I can’t do that” or “there is nothing I can do” are examples of phrases that an agent should avoid saying to customers, whatever the situation.

Addressing a customer’s call in a negative way to their doubts or questions will make them believe that they are not talking to the right agent and ask to escalate the call to higher technicians.

In any case, what the agent can tell customers is that they will do what they can and if that is insufficient, they will pass the call on to more senior engineers who can do this for them.

For this to happen, it is true that the Call Centre must allow some flexibility in the answers that an agent can give so that the conversation flows much better.

Do you think these tips can be useful?

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