Every so often you run across a study that produces results so obvious you wonder why a study was necessary in the first place.
That was what most of us felt after the University of British Columbia announced that customers with bad attitudes are less likely to be satisfied with the service they receive.
Most call center agents already know this – and yet it is their job to try and make each customer happy, no matter how difficult the challenge.
These are the three customer behaviors cited by the survey. Agents encounter all of them regularly.
1. The Angry Caller
These customers are mad from the time you say hello. They’ve saved up a lot of complaining and are eager to let it rip. The best alternative for agents in these situations is to counter aggression with calm, steady responses. Convey empathy even if you don’t actually feel it – “I understand your frustration. I’m sure that was difficult. Let me try to take care of that for you.” Return negative words with positive words, and hope the caller calms down or responds accordingly.
2. The Abusive Caller
These customers are not just angry, they’re itching for a fight. They want to let someone from the company know just how lousy they are, and they don’t care if it’s the CEO or a poor agent just starting her daily shift. The difference between angry and abusive is the attack becomes personal. The challenge is to remain calm and try to reduce the caller’s hostility level. A reminder that the call is being recorded may change their attitude, but if it doesn’t it should be permissible for the agent to tell the abusive caller that their call will be terminated if he or she does not calm down. The agent should then inform that manager of what has happened.
3. The Interrupting Caller
Very few issues are unique – agents have heard them all before, and managers have prepared company responses that usually rectify the situation. But what is an agent to do when he or she can’t express the proper response because of constant interruptions? Though it won’t do much for average handle time, the best option here is to let the caller blow off steam, and at the first pause politely ask “Is there anything else about this situation I need to know?” Once the caller has vented sufficiently, he or she might be ready to accept the agent’s response.
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