if you are a call center agen, How would you handle the situation if someone on the phone begins to insutlt yu

Question

if ur clients on the phone begins to shout or insult you because he dont satisfied with ur answer to whatever question he has, what will u do to maintain a good conversation to ur clients?

Answer 1

I guess this is what you intended to post for your question.

If you are a call-center agent and someone shouts or is insulting because her/she is unsatisfied with your answer, how do you respond so that the person calms down and you can maintain a good conversation?

Normally, the best action is to maintain a calm and soothing tone of voice. Sympathize with the clients' frustration and dissatisfaction with the product. Assert that you are eager to help them with their problems and recommend they be patient enough to work with you until you have all the information needed to resolve the problem. Then if they are still unhappy, pass them off to your supervisor.

Given your difficulty with writing, one can easily assume that you have equal difficulty with verbal communication. If I were a client, I too would become very frustrated trying to communicate with a person who has a poor grip on the English language. Because of that, you have two choices. (1) enroll at the local community college for English(98) and speech or (2) get a different job and one more in line with your abilities like flipping burgers or holding the "slow" sign for work crews on the roadways.

Answer 2

This is difficult because the person calling in is already in a heightened emotional state. Sometimes, they just want to be angry at someone. Sometimes, they just wanna make someone else angry. The call center agent has a responsibility to hear that person and understand their needs. Tall order. If the client insists on being angry and insulting, let him/her do as they need for a moment, and then ask them, what would be the best answer to their question. If they get upset, suggest various options for your original answer or ask them why they think the answer was bad. Any way you slice it, they just want to be heard. So, guiding them through their thoughts without getting worked up yourself may be a good way to talk them down. Anger is often fear, so don't let them get the better of you.

Answer 3

Tell the client that you are sorry he is dissatisfied with your response, and calmly ask him why that is. If he continues to
scream and shout, just say: "Sir (or Madam), I understand that you're not happy and I'm trying my best to help you, but you need to calm down first."

If he carries on, say: "I want to help you, but if you continue to insult me, I will have no choice but to terminate this call."

I work in a call centre here in England and we are allowed to terminate the call if the client remains abusive and uncooperative.
It doesn't happen often though, thankfully!!

Answer 4

always put in mind that customers are always right. The line, "i'll see what i can do" eases an irritated customer's moods. another thing is don't fail to always smile while talking on the phone. trust me, it will reflect on your voice. take it easy and remember that at the end of the day, you won't be meeting these customers face to face. so, better make that voice more friendly and accomodating. Good luck!

Answer 5

Just stay calm and tell them what you got....if their still not sastified then hang up. Theres nothing else you can do if you only have one answer and only one......you will only be saying the same thing over and over!

Answer 6

Hand the call over to your supervisor

Answer 7

hmmmmmm, lets think this over,hmmmmm............
well, one good chance is, they can't understand you, and that's very frustrating, by your words and spelling, I bet it is true, one of the problems is alot of the customer service is going to foreign countries and, fact, we can't understand what the call center personal is saying.

so, what to do?........ I usually hang up.