Handling angry customers is not easy (for an agent, every second of this encounter seems like forever) but we can manage tempers flaring by showing our empathy to them. Customers are likely to be responsive if we allow them to speak out. Use words like “I understand” or “Don’t worry, we can do that”.
Customer call centers can still gather a myriad of stories about interaction that either builds or breaks our brand. New learning can be discovered there as we take them along and apply the right strategies in delivering great customer experiences.
Businesses need to put themselves in the shoes of the customers. If consumers call your technical support or your help desk, it means they are looking for the right reason for the things that have gone wrong along the way.
The recent ATG research study reveals that 30% of customers use three or more channels for a single transaction. Even with the convenience provided by the Internet and the emergence of mobile marketing, data still reveal customers employing the most traditional means – store visit and customer service – for their buying decisions.