As a service professional dealing with clients, knowing how to gracefully conclude conversations with difficult customers is vital. While providing exceptional service is important, strategically navigating the end of a difficult conversation is essential to maintain composure, preserve reputation, and ensure the best outcome.
If someone won’t stop ranting, you can say, "We addressed the issue. Can I help you with anything else today?" For inappropriate behavior, you could say, "I’ll have to end this call if you continue that behavior."
A course focusing on dealing with difficult customers will teach effectively resolving conflict and defusing situations. Teams learning to interact with upset customers and manage service stress can benefit from this training.
When you respond with a calm voice, the angry customer will usually calm down. It is important not to tell them to calm down, but rather use calm responses to help the customer and improve satisfaction.
The key aspects include:
- Listen fully, even if you have good news
- Provide validation
- Treat them objectively as a problem to be solved
- Avoid reacting emotionally, as it exacerbates things
Strategies include:
- Provide realistic solutions deliverable within policies to manage expectations and prevent frustration
- Involve them in the solution process
- Follow up after to ensure resolution
Skills needed include:
- Share information and suggest alternatives
- Ask what they want
- Close confidently by saying thank you and goodbye or introducing them to someone else who can help
During a business phone call with an angry customer, actively listening is essential. An angry person needs to feel heard. Effective listening skills can turn an angry customer into a loyal one, especially if the interaction is handled well.
However, if the customer becomes impossible or starts threatening, ensure you follow your company’s guideline on how to handle this. Knowing how to use positive language to alter the tone of a conversation with an angry customer is a key skill.
To lower your Average Handle Time (AHT), get training on interacting efficiently with upset customers. Strategies to reduce AHT include:
- Listen, then validate feelings
- Provide solutions within policies to manage expectations
- Involve the caller in the solution process
- Set clear expectations for next steps
- Confirm agreements made
- Follow up after the call
Supervisor escalation rate is a key indicator, measured as the percentage of total calls transferred to a supervisor.
Handling difficult customers over the phone is a top reason for turnover in call centers, so providing agents with the right tools and training is crucial. Actively listening helps agents understand why the customer is angry and how best to resolve the issue.
Best Practices for Call Handling:
- Listen fully without interrupting
- Avoid arguing if they seem wrong
- Validate feelings
- Suggest moving the conversation forward
- Set expectations for next steps
- Confirm agreements made
- Send a customer satisfaction survey
For long wait times, set proper expectations, give accurate wait times and callback options, and occupy customers with messages or surveys. Implement digital options to reduce calls and manage long lines.
Learn topics like how to handle prank callers, stop unwanted calls, decide whether to call someone, and end calls smoothly.
For talkative people, end the call by saying "It was nice talking, I can call you another time" or "Sorry, I have to go."
To say goodbye on the phone, use phrases like "Enjoy your day," "Thanks for calling, speak next time," or "See you later."
If a call becomes heated or unproductive, politely end it by suggesting revisiting the topic later after emotions have calmed down. Express that the discussion isn’t yielding results and propose revisiting later.
Handle angry callers by letting them talk to blow off steam without interruption, don’t argue, show concern, and suggest moving the conversation forward.
Set expectations, confirm agreements, and follow up after calls to ensure resolution.
Everyone prefers avoiding difficult calls, but proactive scheduling and clear communication help manage them effectively.