According to Microsoft, 30% of consumers that the most frustrating part of getting bad customer service is not being able to talk to a real human on the other end of the line. And when they do get to the point where their call gets connected to a live agent, the conversation can get out of hand if not handled intelligently. We ask Callix agents about what they do in such situations. Here are their answers.
Q: What's the best way to deal with irate customers?
Amit (has been with Callix since 2019, speaks English and Hindi)
The most important step when dealing with angry or upset customersis to actually listen to whatthey're saying, something chatbots cannot perform. At Callix, we realize the importance of having a human on the other end of the line. The best way to deal with a customer who obviously just needs to vent their frustration is to assure them that you are paying attention to what they are saying.
Hiba (speaks English and Arabic)
We at Callix always put ourselves in our customers shoes. As much as possible, we do not interrupt them while they are speaking and try to get a clear definition of the problem. We get to the bottom of the issue and manage the emotional response demonstrated by the caller, because we understand that not getting an answer can be frustrating and to help them overcome their concerns is our job.
Cathy (speaks Tagalog and English)
Our team of multilingual agents allows us to help customers of many different nationalities and by speaking in their language and acknowledging their difficulty, the customer already feels at ease. We then proceed to finding a solution to their problem as quick as possible as the last thing an irate customer wants is to be held on the phone for a long time.