In this hyper-competitive era, every company keeps an eye on the other organisation’s customers in order to increase the list of existing customers. Therefore, it is highly important to ensure that nothing can make customers angry and disgruntled. For the same reason, most of the business owners make contact with the BPO firms to render phenomenal customer service.
The fact that will leave you amazed is that disappointed customersoftentimes share their experience with more people as compared to the satisfied ones. This tells that negative word-of-mouth publicity can easily tear the business’s reputation apart within a short period of time. To secure the business’s growth, it is always advisable to render incomparable UK inbound call centre service.
Are you losing your loyal customers to your competitors? Do you want to win the trust and loyalty of your angry customers again?
Have a look at the following pointers that will explain how to deal with angry customers:
Offer a time-out
Well, dealing with angry customers isn’t an easy task to accomplish. But BPO firm’s agents always handle intricate situations perfectly owing to the top-notch training. However, it doesn’t mean that agents should handle angry customers without any break because everyone has a limit where he/she loses calmness.
To render supreme inbound call centre service, it is imperative to allow the agents to take a time-out during the working hours so that they can reduce the stress levels by simply taking a walk, eating snacks, etc.
Hit the mute button
Do you know the most-effective way to deal with the angry customers? ‘Letting them vent.’ Sometimes customers just want to express that how much they are frustrated with the products or services and at that point oftime they don’t want to listen to anybody.
On the other side, agents keep interrupting to make customers understand the reason behind the product-related issues. This factor sometimes turns the situation from bad to worse.
Therefore, it is imperative for the agents to hit the mute button when a customer starts bawling because this is the best way to deal with any complex situation.
To provide supreme UK inbound call centre service, here are few suggestions that agents can take into their consideration:
- Don’t use angry or agitated tone while talking with the customer on the call.
- Always remember that you haven’t done anything wrong that makes customers angry at you.
- Take a few deep breaths to calm down the nerves.
Sometimes agents start arguing or defending themselves without caring about the legitimate complaint. This aspect not only makes a dent in the business’s reputation but also leads to a high customer attrition rate. Consequently, this results in low profit levels.
So, it is significant for the agents to keep one thing in their mind, and that is the customer is always right. Therefore, there is no point in getting indulged in an argument with the angry customers.All in all, apologizing kindly can do the trick when it comes to maintaining the retention rate.