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.
1. Kalma

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

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

6. De-escalate and provide a solution

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

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.
