Caller: Your f*%&ing service sucks! I've waited 50 minutes on your stupid automated system just to be transferred by a f&%*ing idiot to you. So don't ask me what I'm calling about because you should have that f$%^ing information in front of you!!!
toot... toot... toot.... **call released**
LOL! But seriously, how do you deal with an irate caller?
A colleague once asks me how I keep my composure sometimes because even if my callers are irate I'm not usually affected by them. So here are my answers:
1. Don't listen to them when they rant. If you have a team conference, chat with your teammates instead. Just let the customer say what he wants to say. Once he calms down, ask for the issue.
2. Don't interrupt. Just let the caller rant all he/she wants.
3. Stop apologizing. They get more irritated if you do that. Don't say the line, "I understand where you're coming from."
4. Engage yourself on other matters while the customer is shouting in your ear piece. Try to check possible causes of the call. Check previous documentation from agents, perform some line tests and so on. Once he's done talking, ask him about your findings and go from there.
5. Use your company's abuse script if the customer tends to shout all the swear words that can't even be found in the dictionary. If they want to be respected, then, they should learn to respect you as well.
Closing Spiel: Again, this is Yallit and thank you for visiting. Have a Nice Day!
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