Despite all your best efforts to provide the best possible customer service, they’re eventually bound to surface.
They demand diplomacy – and solutions, preferably yesterday.
They’re a call center’s worst nightmare.
Who are we talking about? The angry call center customer.
While this particular client often strikes fear into even the most savvy and experienced contact center agent, a few smart techniques can work in your favor, and eventually turn the tide from irate client to satisfied customer.
TeleDirect knows a thing or two about helping out call centers. In fact, our friendly, knowledgeable agents, as part of our inbound call center services, assist with all aspects of your contact center crisis – including angry callers.
If you have trouble with upset clients, keep reading for a few tips & tricks to flip potential disaster into a favorable situation!
- Listen and let the customer complain. It’s not the role of your call center agent to tell the customer why they’re angry – they already know this, and letting them vent allows the situation to naturally clam down after a few moments. Listen with intent, and then offer practical solutions.
- Urgency matters. It certainly matters to your angry customer. Putting upset customers on hold simply makes matters worse. The blueprint for making your bristling client angrier involves the hold button. Avoid automated response with competent, capable live agents. Many of TeleDirect’s clients utilize our overflow & after hours support for angry customers and other critical call center tasks.
- Outsource support as needed. Aside from listening, knowledge on the other end of the line is an excellent way to allay angry customers. With highly trained Tier I tech support agents that know your industry in & out, your business will enjoy a front-line defense against annoyed, enraged clients. Looking to handle infuriated IT clients? TeleDirect can help!
Of course, your particular business has its own unique needs and call center requirements. For a customized solution to everything from angry customers to call center expertise for any industry, fill out our customer contact from. You can also call our business process outsourcing consultants at (800) 776-1081. See how TeleDirect turns client anger into innovative methods for continuous improvement in customer service. Contact TeleDirect today!
Smitha is the CEO and CFO of TeleDirect. Smitha obtained her license as CPA in 2007 from the California Board of Accountancy. Smitha is a results-driven leader with a proven track record of driving profitability and growth. With over 20 years of experience in business and finance, Smitha’s expertise in developing and implementing strategic plans has led to significant improvements in customer satisfaction, employee engagement, and operational efficiency. Smitha’s expertise in financial analysis and strategic planning allows her to develop innovative solutions that balance the needs of clients, employees, and shareholders. Smitha is passionate about building strong relationships with clients and fostering a culture of excellence that empowers employees to deliver outstanding results.