How To Deal With Irate Callers | Call Center 101

Ok, so eto na nga. Ang pinaka kinakatakutan at inaayawan ng mga ahente sa call center: IRATE CALLERS. (Sound effect here)

Irate callers –or ung mga customer na highblood na sa umpisa pa lang or na hahaighblood as the call progress of the call. Sila ung mga customer na handa na mag sermon sa agent na sasagot sa tawag nila.

Okay, so paano mo ba papakalmahin ang isang irate caller?

Ready kana? Hingang malalim. LET’S GO.

Table of Contents

1. Kalma
2. Listen and Let Them Vent and Speak
3. Use Positive Scripting
4. Show them your willingness to help
5. Follow a script
6. De-escalate and provide a solution
7. Make sure that their issue is fixed before hanging up
8. DON’T TAKE IT PERSONALLY

1. Kalma

Oo sis, bro, ate at kuya. Kalma ka lang. Wag kang ma highblood din. Tandaan mo, parte ng work mo ang makinig at maging MABAIT na ahente kahit gaano pa ka irate si customer.

Paano ba kumalma?

SMILE!

Smile ka lang. Tapos choose polite words. Wag kang makipag angasan kay customer. Basta kahit galit na galit na sila dapat chill ka lang. Wag ung chill na walang pake ha. Ung chill na tipong mabaet na confident. Tapos make them feel na willing ka to help. Just remember to always, always be POLITE.

ACKNOWLEDGE.

Acknowledge mo lang ung frustrations nila.

2. Listen and Let Them Vent and Speak

O so kaya minsan tumatawag si customer at nagagalit is super duper frustrated na sila sa product nyo. Halimbawa super bagal na internet speed. Or walang coverage ung phone nila. Kahit naman ikaw maiirita doon diba. Makinig ka lng. Wag mo silang i-interrupt. Let them say their peace and use verbal nods like “Yes”, “Uh-huh” and “go on” to acknowledge what they are saying.

Minsan kase gusto lang nila mapakingan ung side nila. They are not calling to fight you, they are calling becaue they need your help.

3. Use Positive Scripting

O eto pinaka mahalaga, positive scripting. Make the customer feel good by the power of your words. Kase ganito yan. For example, instead of saying “we cannot assist you with that” pwede mo sabihin “I

will find the best person to assist you with this one” or “I will try to find the best possible solution”, un ganun.

Iwasan mo ung mga negative words like “no”, “I can’t”; basta ung may “won’t”.

Iba kase ang vibe pag positibo ung pagkakasabi ng isang statement.

4. Show them your willingness to help.

Basta sabihin mo “I am more than happy to assist you with your concern.”. Tell them that you are the right personto fix their problem. Pero syempre dapat alam mo ung specifications ng account nila or ng issue or ng product nila to do this, so proper product knowledge dapat.

Pag ginuide mo sila, dahan dahan lang. Wag ka mag madali. Try to be clear and concise. Tapos wag ka mapagod ulitin ung info pag di pa nila gets. For example pag di nila gets ung bill, go over it line by line. Pag tech naman, explain things in lay man’s terms. Pag sales dapat masayahin ka.

5. Follow a script

Many accounts use a verbiage or a script for de-escalate issues. Karaniwan asa product training ito or sa com skills or communication skills training. This makes de-escalation easier. Kase minsan nakaka rattle talaga magpakalma ng taong galit. Saka baka may masabing kang off or mali, lalong ma offend si customer. So using a script really helps. Knowing the script by heart is better. Kase nga naman, you don’t wanna sound robotic.

If walang binigay si client or trainer na script you can ask your TL or QA or you can even make your own script. Pero the best to ask is si QA or TL mo kase they know how to deal with such issues.

6. De-escalate and provide a solution

Many times you will hear the magic words na “I want to speak to your supervisor!”, but doesn’t mean na ibabato mo na sa TL mo or sa SME nyo ang call agad agad. Wag ganun! IT IS YOUR JOB TO DE-ESCALATE. But how???

First is try to reassure the customer. Tell them “Ma’am / Sir, I understand how upsetting this must be, but don’t worry I can personally handle this for you.” and then add “Instead of transferring your call and you holding for sometime, why don’t I provide you with the best solution?”. Yun mga ganung panalong sagot.

If mapilit talaga si customer, at as in super demand sya, don’t withhold naman a sup call. Pero, remember, DE-ESCALATE PA DIN.

7. Make sure that their issue is fixed before hanging up

Wag mo basta madaliin ang call. I-goal mo si CSAT. Push for that happy customer vibe. Kailangan mapangiti mo si customer by the end of a call.

8. DON’T TAKE IT PERSONALLY

Wag mong isipin na nagagalit si customer ay galit sya sayo. Minsan, they just had a bad day and the problemprobemwith their account or service made it worse. Just let them vent. Take ownership pero wag mo dibdibin. Inhale, exhale and let go. Ganun. Patibayan ng loob.

At the end of the day, ang importante you gave the best possible service there is.

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