Dealing with angry customers

Written by Shushmul in Bangalore.

If you wish to be successful in the call centre business, you have to learn how to handle angry and unsatisfied customers who may not have received the level of service that they expected from the company that you are representing.

Before you set out to devise your plan to cope with these difficult situations, it is important to clear up a few misconceptions that might be clouding your perceptions. You have to understand that you are in the direct line of fire of the customer, who is spitting out his venom on the services of the company and not on you personally. “Actually No! The customer doesn't shout at us, he shouts at a company services for which we’re working but it hurts our feelings and emotions,” said by Abinav Sethi, a call centre agent working in EXL.

It is also possible that the customer might be letting off steam on his mobile phone while commuting, and this might be the reason for his impatience. According to Shreya Goel, a call centre expert, “one possible reason for lack in patience of overseas customers is that most of the customers are calling ‘on the move’ using their mobile phones.”

You should also remember that your strategy must be based on the assumption that the customer is always right. It is your duty to satisfy the customer, whatever the situation. How you do so is up to you and you have to tread your own path towards that goal. Below are a few guidelines to help you develop your own personal strategy for dealing with irate customers.

Never counter angry customers with your own anger: Remember that the simple mathematical principle of ‘minus into minus is plus’ does not hold good in the case of human relationships. You have to face a confrontational situation by dousing the irate customer with a sprinkling of your cool behaviour and by trying to give due respect even though the customer might be yelling and swearing at you. You must resolve to stay calm and try to satisfy the customer even in the most difficult situations. It is only by expressing respect that you will win him over.

Use your ears more than your mouth: Remember that you have two ears and only one mouth - so make sure you listen more than you speak. If you try to respond forcefully when your customer is angry and is firing on all cylinders, the situation will certainly get out of control and you are unlikely to succeed in resolving the situation. Moreover, by listening carefully, you will be able to understand why the customer is complaining, so that proper remedial measures can be undertaken.

Show that you care: Once the tempest of anger subsides, there will be a short interval when the customer will pause for breath and that is when you have to strike with your weapon of sympathy and understanding. You have to seize this opportunity to show that you care for him and that you will leave no stone unturned in trying to solve his predicament. This exhibition of your concern will win him over and half your battle will be won. There will be a magical transformation in his behaviour and you will be able to utilize the positive vibes that he is sending to resolve the issue at hand.

De-stress yourself from time to time: By the time you succeed in winning over the customer, you will naturally be exhausted and stressed. It is important for your own health as well as customer relations that you learn how to de-stress yourself. There is nothing like a hot cup of coffee to rejuvenate your sagging nerves. Or take some time off to listen to some music or chat with your friends in the cafeteria. Apart from music, meditation and breathing exercises may be effective. However, these are only suggestions; there is no fixed recipe for dealing with stressful emotions - you have to find what works for you. Adopting the following measures may help too.

Be patient: It never pays to be impatient, especially in the call centre business where you constantly have to pacify irate and sometimes unreasonable overseas customers. Although it is not easy to control one’s emotions in the face of a violent and unreasonable tirade of anger from the person at the other end of the telephone, you can only be successful by overriding your emotions and remaining friendly and cooperative. Having patience with your customers and with yourself will go a long way in winning over hostile overseas customers.

Be positive in your approach: Even in the worst of circumstances, try to overcome all negative tendencies and adopt a positive approach and mindset. This will also help you to manage your stress effectively so you are not weighed down by the hostile attitude of the customer. You should be gentle with yourself and try to put forward your point of view forcefully and assertively without in any way offending your customer’s feelings.

Control your anger: Getting angry is a common trait of human nature but you should learn to control your anger, relax and calm yourself so that you can express your anger in a subtle way without giving vent to your emotions towards your customer.

The above guidelines are very useful in every situation in life and you can successfully tackle hostile circumstances by following them.

It is very important to understand the psychology of the customer who is expressing his dissatisfaction with the company’s products or services. It is natural for him to show his anger and express frustration and disappointment. The secret of success is to remain calm. Show respect and sympathy to the customer by listening patiently and then put forward your point of view. If you follow the above tips, you are on your way to succeeding in your career.