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“I will action this for you right away…”Īh, the Abusive Customer: a fascinating specimen, easily identifiable through its signature high pitch and generous use of profanity.“Thank you so much for your patience/understanding, Mrs Brown…”.“I completely understand how you feel, Sir/Madam…”.“I’m so sorry to hear about this, Mrs Brown…”.“Thank you so much for letting us know about this, Sir/Madam…”.What to say when dealing with “The Legitimate Grievance” customer: But in the interim, it would do no harm to offer some words of empathetic reassurance… You have severely failed your customer and, should the case be publicised on social media, the ramifications for your business could be serious.Īgents who encounter this sort of complainant should, of course, escalate the call to their nearest team leader without delay. The Legitimate Grievance is far and away the most important item discussed on this list. But, from time to time, corporations miss their service level agreements by such a margin that even the most experienced of inbound agents has difficulty believing the magnitude of the failing. Mistakes happen it’s a fact of life, and it’s forgiveable.
#ANOTHER WORD FOR RUNNING FROM THE LAW UPDATE#
“May I arrange for an update call, at a time most convenient for you?”.“We really do appreciate this feedback, Mrs Brown…”.“I’m so sorry that you feel this way, Mrs Brown…”.What to say when dealing with “The Offloader: The following is a list of phrases best suited to dealing with this type of angry customer note that the words of particular importance have been highlighted – for best results, these should be repeated at various points throughout the conversation. Even so, the caller should be taken as seriously as possible, and formally empathetic language should be used at all times. This type of caller is among the most frustrating for a contact centre agent he or she will likely have encountered legitimately furious customers in the past and may feel that to “mollycoddle” their Offloader is a waste of time and energy. This frequently involves amplifying the most minor of complaints right out of proportion. Rather, he or she will have suffered a recent personal strain and, without anybody else to vent to, will turn to taking their grievance out on your staff. More often than not, this type of caller will have no legitimate grievance against your enterprise.
#ANOTHER WORD FOR RUNNING FROM THE LAW HOW TO#
In addition, we also supply a list of words we recommend using and helpful advice from our readers for how to deal with angry customers. Here, we present our analysis of the four main irate customer personality types and our list of suggested phrases for tackling these most difficult of characters. When it comes to calming angry or irate customers, a skilful use of language by your agents could be very important.