Reflection Three



HOW IMPORTANT IS DEALING WITH ANGER?


In any call center, the agents will face angry callers every single day. How they handle these interactions can either lead to a successful resolution of their issue or losing the customer forever. For that reason is so important to have the necessary tools to deal with these emotions that become very common every time that a problem exists.

There are some important aspects to take into account to hold customer´s horses.

First, it is impotant to use Acknowledge, it means being sympathetic to the customers concern by using some specific phrases such as: I can understand your frustation...


Second, being Confident, it follows up acknowledgement with an assurance that you are committed to resolving the issue, for example: I can understand your frustation, but I am here to help you.


Third, it is so highlited that agents need to Listen, they have to be sure they have understood customer`s complaints, it is necessary do not interrupt when the customer is talking or explaining the problem.


Besides that, there are other steps that need be taken into account such as the tone of voice, agents need to sound sencere, understand customer´s emotions and to use the correct language to express the own emotions and make customers to feel them.





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