how to deal with irate customers and tips on how to talk to them?

Question

i need your helpy guys how to deal with them and also what are your advice on how to be a good technical support representative. i know it sucks sometimes but give me some phrases that i could use... thank you!

Answer 1

"I'm very sorry that you're having a problem. Let me try to help you."

Answer 2

What's really important is that you do not talk down to them, and you show them that you are listening. So when they are trying to explain something, ask a question that reflects what they are saying. This applies to all customer service jobs. For example when you order at a fast food restaurant they always repeat your oder back to you, and shouldn't make you look stupid if you make a mistake in an order. Technical support people are notorious for sticking thier foot in thier mouth thinking that just because you call tech support you are stupid. Nothing can be further from the truth, most of the time when I call tech support I know far far more about computers than the person who's calling, and it's really irritiating when they talk down to me, even when they are totally wrong, and aren't listening, and insist that they are right.
When they are especially difficult, just remind them that you are trying to help them with thier problem. If you have a solution in mind, let them know that you have good news, and it's not a big problem. Many people calling feel like there's no hope for a fix, and just need some counseling. Look at the worst case scenario and re-assure them that you have fixed worst problems than that.

Answer 3

"I am really going to try to help you. I understand your disatisfaction with the system. I feel the same way when I call a company and have to deal with the automated call system and then get put on hold. I am a real person, and you are a real person so let's see if we can figure this out together. If I can help just one person today then I figure coming to work wasn't a waste. I'm going to help you not because I have to, and not because I get paid to, because I could pass you off to the next operator, but I won't, I'm going to help you because I want to. Now start at the beginning and tell me what the problem is. I don't care if they are timing me and monitoring my calls. You will be satisfied when we are through. I promise it. We'll take however long it takes."

MIGHT ALSO ADD (IF YOU CAN):
"I am an American just like you. This company believes in keeping our jobs here in this country when you spend your American Dollars to buy our products. This is one time your call hasn't been switched overseas to some 3rd world country without your knowledge. I haven't just been trained to talk like an American, I really did grow up here and I'm raising my family here. Now help me out by letting me solve your problem for you so they don't just give up and decide it doesn't matter and let some foreign country have all of our jobs so they can save a few bucks to give to the overinflated axxholes that sit in the board room of this company."

I wouldn't use all of that at once, but it might be an idea to an approach. I know I'd like to hear something like that JUST ONCE instead of the usual corporate line of sh_ _ from someone named "John" or "Mary" with a distinct East Indian accent!

Answer 4

The main thing is not to react to their anger. Reaction causes the customer to be even angrier; you've given them another reason to escalate to another level, which will probably get you angrier and then the situation is under control. Really, the best thing is to remain calm, assure them you will do all you can and be sure to answer all their questions, no matter how stupid they may seem.
This type of treatment of customers will help defuse most situations, however, as we all know, those of us who deal with the public, some folks are terminal pains in the butt. Nevertheless, stick with nonconfrontation and you will remain calmer too. You really don't want to get a dern ulcer from these jerks and, on a positive side, you may in fact help solve their problems.

Answer 5

Ask them "Who gave you this number"?, then tell them that this is "Technical Support" and if they're going to complain, you'll transfer them to "Customer Service" but if they want technical support then get to the problem. Then tell them to hold on and go have a cigarrette or something. Do that a couple of times, it makes them think you're very good at what you do, even though you're obviously a "Newbie" and don't know anything. Get a Union job and you can do that all day.

Answer 6

Be pleasant and professional, try to remember their names, stay cool, don't let them get under your skin. Imagine treating them like you would want someone to treat your grandmother. People often have tons of frustration by the time they reach you. On the other hand, some people are just pills. The good news is that you go home at the end of the day, but they will always be a pill.

Answer 7

#1 That must be frustrating, let me help
#2 I understand
#3 Let's start at the beginning
#4 I am glad that we are talking, now I can help
#5 You have called the right place!

People like to hear that they are justified in their frustration. No matter what, make them feel like it is not their fault. I always make sure to let them know that it happens often and that they are not totally stupid.

Answer 8

Be as assertive as you can. In your work, you aren't exactly the boss, but you, in my opinion, are a little higher on the scale than the customers. Be yourself, and be confident. And if they give you trouble, don't let it get to you to the point of feeling scared or afraid.

Answer 9

Your first response should always be repeating what they have just told you in your own words, starting with let me make sure that I am understanding what you are telling me so we can find resolution for you,, then in your own words repeat what they have said so they feel understood.
Always smile even while on the phone, it comes through to the caller that you are happy and trying to help.

Answer 10

Validate their concerns. For Tech Support try...

"I can see how that problem would annoy you, let me see how we can get it corrected"

"I would hate to have to deal with that problem too! Let's see what we can do to correct that"

Things like that. If you validate their concern/problem, they have no reason to be annoyed with you. You will make them feel like calling you for help was the right thing to do!

Answer 11

Having been a customer service rep and a tech support group unto myself while I owned a growing software firm...a few things I learned along the way...one perfect step is to smile while talking to your clients...they'll hear this in your voice...as hard as it may be to do some days, the majority of clients irate or not will tend to treat you much better because of this.

1. Always use the persons name where ever it is suitable within the conversation, i.e. Mr Jones is upset because the hard drive in his system, purchased from your company, is appearing to chew up all the space at a rapid rate.

"I'm sorry to hear that you are having this problem Mr. Jones. I'm going to guide you through some steps that might help to get your hard drive back in shape. First of all Mr Jones, are you presently sitting at your computer?.....

2. Irate customers tend to fall into one of two categories. They are either so ticked off that they'll simply start their conversations off in a demanding and yes, rude way...or they'll start out nicely only to work themselves up to a frenzy as they recount their problem. They'll further fail to hear half of what you have to say to them and miscommunication will result causing more problems. With such clients the possible solution would be:

"Mr. Jones, I can certainly understand your situation and I would be just as upset about this if I were you. However, as a tech support agent, my job is to ensure that I can assist you as thoroughly as possible therefore if you could please provide me with answers to a few of the questions I must ask you, I'll do everything I can to ensure that your problem is corrected."

3. Professional, calm, courteous attitude is an absolute must. The moment a client hears in your voice that YOU are getting irritated this will only cause them to strike out even harder against you. If you have to place them on hold for any reason at all explain this to them and apologize for the need to do so. Ensure them however that you will better serve them if you are able to confirm certain information. When you get back on the line apologize again for the wait they've encountered and ensure that you have positive information to pass onto them.

4. This type of job can really get to you...it's intense at times especially dealing with clients that seem to believe you are their first and only source of irritation...take absolutely nothing personally...they wouldn't know you if they fell over you on the street, nor you them. Do the best you can do, keep your voice and attitude on a professional, non confrontational level and be as helpful and polite as possible.

I've talked down some pretty hyped people...simply by agreeing with their feelings about their situation, assuring them that I am there to help and letting them know that the more information about their problem that they can provide me, the easier it may be for me to solve that problem right over the phone.

Good tech support reps are knowledgeable, polite, courteous, even tempered, good with words :), and able to admit when there is something they don't have the expertise to deal with but finding out who does and ensuring the client is passed safely and correctly to the party that can help them.

If you are new at your job? You'll fall into it naturally after awhile...just remember, nothing personal...you're dealing with people who have problems, some might have been trying to correct them on their own for days...others might have been sitting on hold for hours...either way...try to prepare yourself for certain attacks and you'll do just fine.

The "sitting on hold for hours" one? "Hello Mr Jones, my aplogies for the lengthy wait. We try to give each of our clients our full attention while trying to ensure we solve their problems. Now you have my complete attention Mr. Jones and I appreciate your patience. How can I help you today?"

Some days things work...some days they don't, I think you'll do just fine tho.

Good luck