Continuous effort - not strength or intelligence - is the key to unlocking our potential.
When i was a newbie in this world of night shifts and graveyard shifts, i almost got a nervous breakdown with the so called irate customers (btw, Wordweb's definition of irate is - "feeling or showing extreme anger"). These customers are exceedingly suckers of composure and mental peace, dislocating your concentration and goodvibes for the day.
Yet, i realized that it's only a matter of time, dealing with these callers, could actually be turned into a gratifying experience while on a call. Providing a sincere service mixed with love is kind of a challenge, a would-never-happen kind of thought, but actually, it could happen. These 5 best practices which i've learned through the years have their magical effects. Which, in the end, i get to have a great, if not, a personalized rapport with them throughout the end of the call.
1. Let them vent out
- the easiest way to get their attention is to listen earnestly. Match it with your verbal nods and echoing agreements like "Okay, yeah, Aha,". Soon enough they will get conscious with their blabbering and their discourses of complaints.
2. 'wag mong sabayan (Don't ride on with the heat of their anger)
- it's almost always tempting to bitch back with sarcastic and sardonic mockery and remarks, most esp if the customers are saying below the belt words and saying out loud with profanities already. Bear in mind though, that it's their way of letting out their frustration and madness. View it as nothing personal, focus on the reasons of their complaints. If you took the bait, you'll end up as a loser.
3. Acknowledge and restate their issue/s
- Feel the right time and pacing when to voice out your winning delivery of speech. This is so critical that i normally take the cue when i feel that they've vented out almost over, where almost all the beans has been spilt... Intro your conversation by restating their issues based from their choice of words and don't forget to acknowledge their complaints. Nothing's more peaceful if it's crystal clear than to see a muddled water.
4. State your plan and the solution to their problem
- Saying no for them is definitely the worse! I mean it literally and figuratively. There are times that, what they want can't really be delivered due to company policies and all. But hey, Options.. options... options are the best weapon for these circumstances. Give options to them if you can't solve the problem. They'd end up grateful to you even more.
5. Proactively escalate to your next level of support
- We have to accept the realness of what it can bring by extreme anger, if you really feel with a 99.9% sureness that you can no longer control or handle the call. (cuz you're having a bad day and your accent has been insulted 5 times)... Better pass the phone to your supervisor. Trust me, it's not a cowardly act.
In my tenure, i take pride whenever i have de-escalated an irate customer. The sense of fulfillment is lovely, to look back at the end of the shift that you ended up laughing with a customer whose opening answer is "can i speak to your supervisor?" or someone who blurted "what the f*ck!!!" while on a call. These customers who were turned from dissats to satisfied callers are considered laurels added to your hat; if you've done once before, i'm certain that you can do more.
Share your best practices too in dealing a ballistic one...
~mAc
No comments:
Post a Comment