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Use their name ( but it has to be pronounced properly)
Agree with them as much as you can. Move from topic of anger to those that you can agree with first, then attempt to solve their problem, the reason a customer on the phone would be angry is that there is some problem, if you are not going to be able to fix that problem, you will not get them from being angry normally |
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Ok, I got this one. ;)
I work at a bank- and people don't get angrier about ANYTHING more than they do about perceived problems with their money. Using their name is good- but don't over use it. Be natural. Tell them that you understand their frustration. Do what you can to help them- FOR REAL- no short cuts- not half-way attempts. If they have a real issue, fix it. Put yourself in their shoes. Emphasize what you CAN do rather than what you can't. Be personable, but professional. If you have more specific questions about this, ask. Situations, whatever... I'll help if I can. |
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I think it depends on the situation, the customer and you.
I worked for an internet provider, and I would normally get "bounced calls" which are calls from customers who called already, were told that the issue would be resolved in xxx time, and it has not been resolved. So they are angry. Add that to the time they spent waiting at the menu of the phone, waiting in queue and you get a very angry customer, yelling and demanding to get a supervisor on the phone. The best way to calm them down is to totally ignore the snide remarks and the irritation on their voice. Go directly to the problem and solve it. Some times, little comments like: "Omg! They did that?! That's so... retarded! Here, let me fix that for you" Or: "Hum... It is actually impossible for us to do that, since *insert whatever reason*" Dealing with the customer like you would like your loved one's to be treated is the fastest way to turn a frown into a smile, and then a giggle. 9 out of 10 customer demanding a supervisor left my phone without talking to one. |
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