Don't take it personally!
Posted: Thu Jan 30, 2025 3:54 am
Particularly in complaints management, where a customer often expresses anger and annoyance to you on the phone, you must be clear that they have nothing against you personally (unless you violate point 2), but against your product or company. At this moment, you are the only means of contact, the mouthpiece for the company and therefore also the only projection surface available. So don't take such incidents too seriously, and certainly don't take them home with you, and keep in mind that the caller doesn't know you personally and therefore can't have anything against you personally.
Don't let them shout at you!
Dealing with angry customers is part of everyday life for everyone who has customer contact, whether you like it or not. If you are unable to calm the caller down with the previous telephone training tips on dealing with difficult customers, or if they become abusive and shout at you, you do not armenia telegram screening have to put up with it. Point out their tone politely but firmly and, if necessary, show them your limits. You can intensify what you are saying by standing up. This opens up the chest and makes the voice stronger. If the caller still does not calm down, say the following to them: “Ms./Mr. Müller, at the moment I do not see any possibility of constructive cooperation so that we can find an appropriate solution to your problem. I suggest that you calm down first and then call again at a later time. Goodbye.”
Get help!
If you are stuck or a problem is beyond your competence, admit it and ask colleagues for help. The customer will realize that you are not able to help them and no one wants to waste their time talking to someone who is clearly unable to solve their problem.
Also, never say "That's not my responsibility" without transferring the caller directly to the person who is responsible.
Make yourself available as a contact person
One problem that particularly affects customers of larger companies is that you have to deal with a different contact person each time. This person is usually not really involved in the process and has to read up on it first. Even if this can be done quickly using a ticket system, for example, it costs both them and you unnecessary time and stress. Therefore, it is advisable to give the customer your contact details, especially if it is foreseeable that several calls or emails will be necessary to resolve the problem. Tell them that they are welcome to contact you until the complaint is resolved and that you will be on hand to help them resolve the problem internally. This increases customer loyalty, signals to them that you are taking their problem seriously and ensures that they have a competent contact person until the process is completed.
Don't let them shout at you!
Dealing with angry customers is part of everyday life for everyone who has customer contact, whether you like it or not. If you are unable to calm the caller down with the previous telephone training tips on dealing with difficult customers, or if they become abusive and shout at you, you do not armenia telegram screening have to put up with it. Point out their tone politely but firmly and, if necessary, show them your limits. You can intensify what you are saying by standing up. This opens up the chest and makes the voice stronger. If the caller still does not calm down, say the following to them: “Ms./Mr. Müller, at the moment I do not see any possibility of constructive cooperation so that we can find an appropriate solution to your problem. I suggest that you calm down first and then call again at a later time. Goodbye.”
Get help!
If you are stuck or a problem is beyond your competence, admit it and ask colleagues for help. The customer will realize that you are not able to help them and no one wants to waste their time talking to someone who is clearly unable to solve their problem.
Also, never say "That's not my responsibility" without transferring the caller directly to the person who is responsible.
Make yourself available as a contact person
One problem that particularly affects customers of larger companies is that you have to deal with a different contact person each time. This person is usually not really involved in the process and has to read up on it first. Even if this can be done quickly using a ticket system, for example, it costs both them and you unnecessary time and stress. Therefore, it is advisable to give the customer your contact details, especially if it is foreseeable that several calls or emails will be necessary to resolve the problem. Tell them that they are welcome to contact you until the complaint is resolved and that you will be on hand to help them resolve the problem internally. This increases customer loyalty, signals to them that you are taking their problem seriously and ensures that they have a competent contact person until the process is completed.