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Strategies for Handling Irate Callers
If your job entails taking calls from unhappy, irate callers, you've got your work cut out for you. Many of us are vulnerable to outbursts from customers who are already going through an emotional, stressful time.
Handling these calls takes time and training, but it can be accomplished effectively. Here are some service recovery techniques for turning unhappy callers into satisfied customers.
Understand the Source of the Anger
Realize that angry customers are not unhappy with you, just the situation. Don't take a caller's hostility personally. You are the lightning rod, not the target.
You can do a great deal to diffuse a caller's anger before you even pick up the phone. How? By smiling before you answer that call. A smile can really be "heard" over the phone. It's difficult to be rude to someone who's warm and friendly.
Use the ASAP Technique
Here is the Telephone Doctor® ASAP technique for handling irate customers:
Acknowledge the person's feelings and apologize for the inconvenience the customer has encountered. Make an effort to be sincere. In today's impersonal society, it's incredibly rare to hear the words "I'm sorry that happened. Let me get the ball rolling to fix it." You'll probably spend about 80 percent of your time massaging the caller's feelings and 20 percent actually solving the problem.
Sympathize and empathize with the caller. Phrases like, "I can understand why you're upset," help soothe ruffled feathers. Pretend it is you calling. Then get busy solving the problem.
Accept 100 percent responsibility for the call. This is probably the toughest part. Chances are you had nothing to do with the problem. However, it is your job to accept responsibility and initiate work on a solution.
Prepare to help. Begin by reintroducing yourself
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