It takes a special person to work in a support center dealing with customer complaints day-in and day-out. There is no more stressful job when it comes to serving customers than to be resolving the challenges they bring to the table. As a support center representative, you are tasked with remaining calm and professional as you assist the person on the other end of the line. It’s not always easy, especially when that person is angry and directing their emotional outburst at you. However, the way you handle the situation could be the difference between a bad review and a raving fan.
So, how do you defuse that angry customer so you can get on with the business of helping them? You TREAT them to red-carpet customer service.
- Tune In and Listen
- Respond with Empathy and Regret
- Explore Solutions & Fix the Issue
- Add a Little Extra
- Thank the Customer