In Part 1 of this blog post about different types of difficult callers and how to handle them, we looked at the mad customer. However, they are not the only difficult caller. Here are a few more difficult callers you may have to deal with:
Watch out for a caller that likes to ramble. They may have a thousand questions to ask or they want to tell you all about their life, family and personal details. Typically this type of customer is not rude, angry or frustrated; they simply want their questions answered or they want someone to talk to. The problem with this is that they can cost you time, and in turn, money.
When you run into someone like this that wants to keep talking and asking questions, use phrases like “I don’t want to take up any more of your time” or “before we end our conversation, one more thing I wanted to tell you…” These types of phrases will indicate that the conversation is wrapping up. Sometimes letting your customer know that you will email them with updates or contact them at a later date after you’ve handled their problem will help get them off the phone.
Questioning Your Authority
When your caller is constantly asking to speak to your superior, they don’t trust that you can truly handle the problem. Many times this happens because they didn’t get sufficient help in the past or they want to get straight to the point.
The best thing you can do is let your customer know that it is not possible to speak to a superior right now but you are more than qualified to handle the dispute. Make sure you are very polite in your response and advise your customer that your job is to help them and that is what you desire to do. Be sure to clarify that you know how to handle these types of problems and you are the right person to speak to.
Callers that Demand Refunds
Sometimes your caller will demand a refund when any type of issue comes up. While sometimes a refund makes sense, other times, your customer will demand one for something that isn’t justified. Perhaps your customer broke their new phone that they purchased from you or the product they ordered came in a different shade of blue than was expected.
When situations like these come up, it’s important to remind your customer what the refund policy is exactly and how they’ve already been advised of this during their initial purchase. Try to offer something else, like a discount voucher and remind your customer that it is not within your policy to issue refunds for something that is not the company’s mistake. Apologize and let your caller know that you cannot take responsibility for a mistake the customer made.
There are many different types of callers you may end up dealing with. Make sure you are always polite and consider these tips when dealing with difficult callers like these.