More often than not, the call center agents will come across customers who might not have been having the best day. For a call center agent to perform their best, they need to acknowledge this reality and be ready for a customer with a bad temper on the other end. There could be any number of reasons as to why that customer wouldn’t want to talk to you, which is why it is up to you – the call center agent – to put the customer at ease through your professionalism and effective communication skills.
However, there is no “singular course” to getting out of a sticky situation. There is a particular set of skills that you need to have in your arsenal in order to tip the odds in your favor while communicating with a tough customer. Here are 5 tips for call centers to soften up difficult customers:
- Be Sociable:
Remember! A smile goes a long way. Although the customer won’t be able to see it, they’d certainly be able to sense that you are a sociable person. By giving them the sense that you’re actually happy to help them out, you can garner the respect and attention of your customer enough that they’d be willing to hear you out even if they didn’t want to initially.
- Be Informed:
It’s been said before but it bears repeating that nothing turns off a customer more than a call center agent who doesn’t even know about the company’s product/service. In order to grab the attention of your customer, you need to be well-informed about the service/product that your company is offering. This way, the customer shall receive the impression that you can actually offer a solution to their problem, and will therefore be willing to engage with you further.
- Be Flexible:
Note that a prospect is out looking for a solution to his/her problems. So in order for you to have the undivided attention of your customers, you need to tell them what you can do instead of what you can’t do. For example, when asked about a certain option by the customer, instead of responding by saying, “I can’t provide you ‘abc’ offer” you can say “I can arrange the ‘xyz’ offer for you instead”. By changing your narrative in such a way and giving them a choice for the next finest proposition, you can get a customer to listen to your offer without getting agitated.
- Be Adaptive:
Again, it might be redundant, but it is the foremost important attribute to have. Having a monotone voice or communicating like a robot is one of the worst ways of putting a customer off. To avoid doing so, you need to make sure that you communicate in a considerate and professional manner with the customers, in order to not lose the interest of your customer in your product.
And there you have it! These are some of the tips for the call center agents to deal with the difficult customers. If you follow these steps, you are guaranteed to achieve a significant degree of improvement in your success rate. Good luck!