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The main reason why customer shout on the phone because they are already disappointed with their experience. They already had a nightmare with the service of the company with whom they trusted. Let me tell a story about my agent's experienced yesterday..that call was escalated to me..the only problem of the customer was his information not being taken cared of correctly by the company with whom he purchased an item. The customer was very irrate and disappointed..he was bashing on the phone..shouting and throwing bad words toward the agent..he even doesn't want to listen so he asked for a supervisor. The first thing I did is to greet him in a nice tone of voice..letting him feel the assurance that he's in the right hand with me, that everything will be taken cared of. I followed all the things he wants me to do ..listen to him very carefully and making sure that everything he said were verified. Sympathize with him..and apologize for the incovenience he experienced. And yes! He was satisfied with the service I gave him..he even apologized with me and his voice became calm..we even laugh and give some jokes..meaning he felt that I will be responsible with his account and that he don't need to worry about it. That's it..so my advise is whenever you encounter such scenario..let them feel you are with them..and you will do everything for them to satisfy them. Be able to explain things easy to understand. That's customer service!
some times some cases like this it need to handle it by new face for example : call your friend to handle this customer and stay away for this customer
A a Customer Service attendant you will meet customer's from various works of life with different attitude and characters , it is your responsibility as a professional to handle each one as best as you can and if the situation is beyond of your control you can escalate to your superior.
It is the responsibility of the employee in stealing customer anger
We have to understand the actual reasons behind having an angry customer. There are so many reason, I can list some:
- What he got is not what he expected
- Customer was misinformed
- Misunderstanding due to bad communication between customer and employee
- Delay or bad delivery of purchase
- Mistakes in invoices
- Customer is facing problems with the product that he cannot solve
- Bad employee(s) behavior (Lack of respect, Avoidance, not listening, no authority, lack of knowledge, ....)
- He believes he was shafted or cheated
- Long waiting time
At the other hand, you may got some customers who act like angry for some reasons like expecting special treatment, discount or looking for attention. (Be smart with these customers!!!)
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