If you’re just starting a business, it’s important to know that you’re not going to make everyone happy. Now, if you’ve been running your business for a while, then you fully understand this. Most of the issues that a business will receive from customers will come up in their inbound call center. Customers will call angrily about a service failure or a problem with a product. Whether they are right or not, it is important that the situation is handled appropriately and that deals are saved whenever possible.
If a caller gets to an automated machine, it will only make the problem worse, and reaching out to voicemail will almost certainly ensure that they don’t return. Incoming calls from aggressive customers can be made out of spite or for a good reason, but without a proper quality answering service to handle the problem, things can get worse.
The Golden rule:
The number one rule for anyone behind the call desk is to stay calm during an aggressive call. An angry receptionist can make the problem worse. Keep a clear mind and react to the call in a respectable manner. The agent is not supposed to swear or snap back, regardless of how rude the customer gets. Even when a caller isn’t on their best behavior, the receptionist taking the call should be. He or she is expected to act calm and do everything possible to find out what the client is concerned about.
Often times, a proper response from an agent can resolve the issue and get the customer back for continued services. The agent should never lose sight of her work and let personal feelings ruin potential business. The best way to calm an angry customer is to simply listen to her problems. Sympathize with the problem and see what can be done to fix it. The caller could easily calm down after seeing that her business is there to help her in her time of need.
There is no hope for some:
However, sometimes you will still receive calls that are not interested in any type of conversation. They will simply want to abuse the rights of the call center and rant to the agents behind the phone. At these points, the appropriate quality answering service will be able to tag the call as a “prank call” or something of the sort. This will automatically disconnect the call and notify the receiving agency each time this person calls back.
After several attempts, the call center will block the number and you will no longer be able to disturb the answering service. While you’ll always hate losing business this way, there are times when nothing you can say or do will calm the customer down. He or she has already decided to discontinue your services and just wants to upset the company.
Answering services will never go out of style:
Angry calls are something any business owner hates to receive. It doesn’t matter if the company has been around for forty years, it’s never nice to know that callers are no longer satisfied with your services. However, know that many times a quality answering service can save you this business and put callers at ease. It all depends on who you trust with your call center needs. Make the right decision and your business will thank you.