It happens – Every now and then you’re going to receive a call from an unsatisfied customer. Our OmniCall Receptionists have become pros at handling these irate callers and we’ve put together 4 tips for you to follow next time you get an ear-full from a “Grumpy Cat” client.
Deep breaths. Try your best to remain calm and collected with the caller. Usually, if you maintain a kind and soothing demeanor, they themselves will eventually come back down to Earth and echo your attitude.
It’s the situation, not you. While it may seem like they are going come through that phone and personally attack you, try to focus on the fact that they are really just frustrated with the situation at hand, not you personally. And yes, we know this may be difficult to remember while they are screaming certain inappropriate words at you, but stay strong!
Be helpful, not rehearsed. We’ve all had to deal with a tech agent at some point whether it be to call about your internet connection or TV glitches; how many times did you feel as though you were just another number? Be sure you are helpful to your callers and fix their problem but also sound vested in the situation at hand. They just want to be heard.
Kill ‘em with kindness. I’ve never once heard a complaint about one of our receptionists being too nice. Take the high road and stay positive with your caller. End the conversation using phrases such as “Thank you so much for your patience, Mrs. White. I will see that this issue is resolved immediately and I will be sure to follow up. Can I help you with anything else today?”
These steps may seem simple right now, but remembering them next time you’re on the phone with an upset customer can be the difference in keeping that customer for life or losing them to your competition.
If you’re overwhelmed with your Grumpy Cat callers, let the pros handle it! Our OmniCall Receptionists are trained specifically on top-notch customer service – Give us a shout!