Handling Difficult Callers

Do you ever deal with angry customers over the phone? It can be a difficult and frustrating challenge. Here’s a brief summary of tips and suggestions shared in my Customer Communication workshops. Hope they take away some of the pain in dealing with your customers.

  • Tell the customer your name.
  • Use the customer’s name periodically.
  • Get as many details as possible.
  • Carefully determine what the problem is.
  • Take notes.
  • Carefully validate the customer’s feelings.
  • Repeat your understanding of the problem.
  • Apologize when appropriate, then move to action.
  • Give the customer assurance.
  • Explain policies, but tell them “why”.
  • Give the customer options, where possible.
  • Tell them that you will do your best to help them.
  • Help the customer clarify their expectations.
  • Convey urgency when appropriate.
  • Follow escalation procedures carefully, explaining   your actions.
  • Summarize action steps at the end of the conversation.

Remember two important concepts with every call:

  1. That’s my job calling.
  2. Treat those difficult customers like you would like to be treated yourself or, even better, how customers would like you to treat them!