2006-12-11 06:24:11 · 7 answers · asked by menyon2 2 in Business & Finance ➔ Careers & Employment
Good question. I actually worked as a CSR for a cable company. You can''t get more angry people than that!! Also, having been a flight attendant gave me great experience dealing with irate passengers.
Anyway, as Cable CSR, I would get death threats, cursed at, and they basically took out thier frustration on us, the poor people answering the phone, because thier cable was not working.
The best way to handle it is to first listen. Let them get it out. Don't argue or be sarcastic, because it just makes them more irate. You have to do your best to just empathize with them. Make them know that you understand thier pain. Try to use "reflective listening techniques". This is essentially repeating (paraphrasing) what they are saying. That often helps too. It lets them know you are really hearing them.
Use a soft tone and an understanding one, not a patronizing one. Also, don't get personally involved. If they say they are not going to pay thier bill, don't all of a sudden say " Well you have to!" as if you owned the company. You are there to just listen, offer assistance, and really "feel their pain". At least make them feel that you do.
You would be amazed how people will calm down if you just really listen to them. Say that you will check into the situation. Get thier number and call them back-really follow through. Even if you can't solve the problem, they will truly appreciate the fact that you took the time to try. Even face to face, just follow the same things, however, look them in the eye and really let them know you are listening.
Good luck!
2006-12-11 06:35:35 · answer #1 · answered by Singthing 4 · 0⤊ 0⤋
Face to Face is easier, make eye contact and empathize that takes the fight right out of them.
Over the phone you are just an object, so when someone starts yelling I put down the reciever and let them yell until I hear silence, then ask how you can help. You won't be mad at them and they will appreciate you empathizing with them.
2006-12-11 06:29:04 · answer #2 · answered by Wyleeguy 3 · 0⤊ 0⤋
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2016-10-18 03:00:47 · answer #3 · answered by Anonymous · 0⤊ 0⤋
First, ask the persons name. People love to hear there names. It show you are paying attention. Either way, you must listen...actively. You then apologize for the mistake, being it yours or someone else, never blame. Paraphrase the problem they have and ask what it is you can do for them.
2006-12-11 06:28:15 · answer #4 · answered by Christine 2 · 0⤊ 0⤋
Well working in retail,I've come across I've come across a lot of idiots you just tell them what they want to know and if they keep being being an idiot you say..."talk to a manager" A lot of idiots want to be right even if they are wrong! Just don't let it get to you!
2006-12-11 06:31:11 · answer #5 · answered by Jeff 5 · 0⤊ 0⤋
speak calmly and lean backwards - not forward, dont cross arms
2006-12-11 06:27:44 · answer #6 · answered by Anonymous · 0⤊ 0⤋
blow a rasberry
2006-12-11 06:26:00 · answer #7 · answered by Signilda 7 · 0⤊ 0⤋