Any business with a phone line could have a difficult caller at any time. Whether it’s an irate customer or a marketing caller that just won’t leave you alone, these calls can be hard to handle. They can interrupt your day, your work flow and change your mood. Here are a few great strategies for handling difficult callers.
Listening is very important and can help you solve the issue the caller has. When an irate customer calls, stay calm, listen to their issue and if you can fix it, do so. If you cannot fix the issue, get them in touch with the person that can.
When you listen to somebody and you calmly address their issue, they may calm down on their own. They want to be heard, so listen and let them be irate as you work on helping get the issue solved for them. You may just change their entire day for the better.
Empathy Goes a Long Way
Letting the caller know you understand and you care can also go a very long way. When you are empathetic to their feelings, you have the ability to actually turn them into a very loyal customer. They will feel heard and feel like somebody really cares about their issue.
If you do something for the caller, confirm what you are doing and why. If they tell you something, confirm what they said and make a note of it. This will help to ensure you get everything right and don’t add another problem to the existing issue.
Other ways you can handle difficult callers include:
- Watch your tone of voice – Try to use a calming and even keel tone to help keep them calm.
- Own the issue – You may not have caused the issue, but own it anyway.
- Sincerely Apologize – A simple “I’m Sorry” can go a long way, but only if it’s sincere.
- Get a Call back Number
- Ask Questions
- Finish with a warm goodbye
If you use these tips, you can handle difficult callers much easier. They won’t be the ones changing your mood, but you may be the one changing their mood.
Using a Virtual Receptionist
Another way to handle difficult callers is with a virtual receptionist service. If a virtual receptionist answers all of your calls, they will be able to politely handle a difficult caller before they ever get to you. They can even forward the ones they cannot help directly to your voicemail.
With a virtual receptionist, you will gain the ability to better prepare yourself before you call the difficult caller back. They can also handle some of the callers for you without you having to worry about them at all. You will not only save time because there will be less interruption to your day, but you will also be putting a customer service professional in between you and the difficult caller.
However you go about handling the difficult callers, you can’t escape them. Don’t try to avoid difficult callers. Instead, use a virtual receptionist and the above tips to ensure you turn these callers into loyal customers.