[charlyce]

Hello All,

Have you ever had a call when you had an irate caller and when you are ending the call you say "Is there anything else I can do for you?" and then the customer goes at it again. Just wanting to know if anyone has an alternate ending to the phone call in a situation like this.

Thanks! :confused:

[twinkiedooter]

Essentially you thank the caller for calling your company and hang up. That other ending is just an opening like you said to wind up and start their rant all over again.

[IM4U]

I might say that I need to take care of another matter and invite them to call back in an hour or the next day. I do want to retain good will for the company and for myself. And I genuinely want to help the caller if there is a reasonable chance I can do so. One thing I have strong feelings about is that it is not necessary for a customer service person to accept verbal abuse, including profanity.

IM4U
Hope your employer is too!

[twinkiedooter]

I've had irate callers at some of my jobs and the way I deal with the abusive or profane language is to just be silent and let them rage on. Then when there is a lull in the conversation (or they are taking a breath to wind up and start the rant again) I tell them that I quite understand their frustration on the matter but I would much prefer that they treat me like a lady and not use such awful language and we'll get along much better and solve the problem that much quicker. I've never known this approach to fail me. Sometimes callers just want to "vent". Invariably at the end of such a call the caller has profusely thanked me for being such a wonderful person and putting up with them and they apologize over and over to me. This approach has worked with truck drivers, ladies who didn't get the right clothes order, clients who can't talk to the boss right now, etc. and even the boss himself who calls up ranting and raving about who knows what (that was not my mistake but someone else's mistake).

[openeyes]

An aler. Question to ask is are you satisfied with the service I provided for you today?

[Boston Crone]

"I truly hear how frustrating this is for you. I want to thank you for making the time to fully explain your dissatisfaction/disappointment to me."

It is respectful, acknowledging and does not open the door back into the tirade.

[Gregisteredtrademark]

I agree with TwinkieDooter. If you have reached the end of the issue and you cannot do anymore for the customer. Then when they reach the end of their rant you thank them for calling, say that there is nothing else you can do and disconnect.

[saladi]

Well in a case like along with your good mood even your AHT will be hampered.. so if I get an irate cust. I would let him put his anger fr coupl of secs and mean tim search fr a sol.den I would interrupt him:: " Im sorry u feel dat way Mr.X bt im here to help,i certainly understand ur anguish,even i wud feel d same if im ur situation.im apologise fr d inconvience,dis is wat i can do..have ans/asistd/ ur questions..than1 fr callin"
So you frame your own sentence...

[saladi]

Sorry my keyboard keys r stuck..