What should be done if the customer has given more abuses.in bpo?
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The following five techniques can help to calm the caller, enhance the productiveness of the call, decrease handle times and increase customer service quality.
Step 1: Listen
You can usually determine whether or not the caller is angry within the first few seconds of a call. When you come across an angry caller, it is important to simply listen to them before trying to defuse the situation. The caller may just want to vent his frustration. Sometimes, after a caller is given the chance to express displeasure, they will apologize and allow you to solve the problem with no further anger.
While the caller is speaking, it may be helpful to jot down the major points of their problem on your notepad. Angry callers tend to go on tangents. Keeping notes will help you to find an answer to the problem more efficiently and will also allow you to maintain your focus.
If the caller is threatening you, using violent language or swearing, follow your company’s policy guidelines for handling difficult customers. If your guidelines allow you to end the call when they cross the line, by all means, end the call right away.
Step 2: Remain Calm
It is important to stay calm during a call to prevent the situation from escalating.
Step 3: Repeat Information
When the angry caller has finished talking, it is important to make them feel as if you are on their side. One way to do this is to apologize about the problem, convey empathy and then summarize their main points. Doing so will not only make the caller feel you are listening to them, it will also give them a few moments to calm down. You may be surprised at how much calmer they are when they start talking again.
Step 4: Avoid the Hold Button
Many customer service representatives will put an angry caller on hold, believing that the hold time will allow them a moment to calm down. Actually, the opposite is true. The hold time will add to the caller’s frustration, escalating the situation.
Some callers believe that hold time allows representatives to talk rudely without being heard. Others believe that they are put on hold so that the representative doesn’t have to deal with the problem. While this may not be true, while on hold, a caller’s imagination will have plenty of time to think up negative reasons for why they are on hold.
Instead of putting the caller on hold while you research the problem, talk to them. Let them know exactly what you are doing to solve their problem. For example,
“It seems to me that you may have a billing error. I’m pulling up your bill, Ms. Jones, and taking a look. I see that you were billed on the first of the month and the payment was made automatically through your credit card. You said you changed your method of payment, so now I am going to take a look at the notes on your account to see when that change was made.”
Talking to your angry customer will help to calm them as they will feel you care enough to guide them through the entire process.
Step 5: Make the Caller Happy
Once you have researched the problem, it is time to take action.
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Step 1: Listen
You can usually determine whether or not the caller is angry within the first few seconds of a call. When you come across an angry caller, it is important to simply listen to them before trying to defuse the situation. The caller may just want to vent his frustration. Sometimes, after a caller is given the chance to express displeasure, they will apologize and allow you to solve the problem with no further anger.
While the caller is speaking, it may be helpful to jot down the major points of their problem on your notepad. Angry callers tend to go on tangents. Keeping notes will help you to find an answer to the problem more efficiently and will also allow you to maintain your focus.
If the caller is threatening you, using violent language or swearing, follow your company’s policy guidelines for handling difficult customers. If your guidelines allow you to end the call when they cross the line, by all means, end the call right away.
Step 2: Remain Calm
It is important to stay calm during a call to prevent the situation from escalating.
Step 3: Repeat Information
When the angry caller has finished talking, it is important to make them feel as if you are on their side. One way to do this is to apologize about the problem, convey empathy and then summarize their main points. Doing so will not only make the caller feel you are listening to them, it will also give them a few moments to calm down. You may be surprised at how much calmer they are when they start talking again.
Step 4: Avoid the Hold Button
Many customer service representatives will put an angry caller on hold, believing that the hold time will allow them a moment to calm down. Actually, the opposite is true. The hold time will add to the caller’s frustration, escalating the situation.
Some callers believe that hold time allows representatives to talk rudely without being heard. Others believe that they are put on hold so that the representative doesn’t have to deal with the problem. While this may not be true, while on hold, a caller’s imagination will have plenty of time to think up negative reasons for why they are on hold.
Instead of putting the caller on hold while you research the problem, talk to them. Let them know exactly what you are doing to solve their problem. For example,
“It seems to me that you may have a billing error. I’m pulling up your bill, Ms. Jones, and taking a look. I see that you were billed on the first of the month and the payment was made automatically through your credit card. You said you changed your method of payment, so now I am going to take a look at the notes on your account to see when that change was made.”
Talking to your angry customer will help to calm them as they will feel you care enough to guide them through the entire process.
Step 5: Make the Caller Happy
Once you have researched the problem, it is time to take action.
.
.
.
.
.
.
.
.
.
.
.
.
.
pls follow me friend
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