As a customer service manager, one of your employees does this; what do you do?

Join in the conversation and guiding the engagement then after resolving the issue with the customer and making sure the customer leaves happy.  Then have a meeting with your employee and explain to him/her his strengths and improvement area of listening

Thanks for the invitation

well, i will talk to him/her privately and explain these points and what need to do to avoid these mistakes  

if  he/she still have this problems, i will Coaching him/her, or i will encourage them to enroll in Related Training Courses     

First of all; you need to find out exactly why the agents behaves that way because without knowing or understanding this, you can't do much to sort out the problem thus you can do this through creating a pleasant productive dialogue with them & also providing a condusive environment for them to deliver ad expected. You can then use this ground to politely & professionally correct them, train & nurture them into becoming the ultimate customer agent you would like them to be. Thanx for the invitation

Following responses depending on the importance of the meeting

1. If the meeting is one with low stakes : Allow the agent to complete his sentence, find an appropriate point to interject the conversation and take over the conversation. Coach the agent after the meeting with appropriate feedback. Have mutual agreement on deliverables, set next call objectives with the same or other customers

2. If the meeting is one with high stakes : Allow the agent to complete his sentence, find an appropriate point to interject the conversation and take over the conversation. Coach the agent after the meeting with appropriate feedback. Have mutual agreement on deliverables, set next call objectives with the same customer to make amends (if necessary). 

While coaching the agent, it is important to analyse his/ her training needs on technical and/ or soft skills.

Intervene gently asking the customer what is the problem they are dealing with and help the employee solve it. 

Later, take the employee and try to understand the source of his/her behaviour. Maybe company problems or familiar ones.From there try to find a solution with him/her.

Firstly apologise to the customer about the rude behaviour of the agent. Post dealing with the customer, would like to check with the agent and advise him to treat customers with care and respect. Treat them as they ought to be treated. 

Talk to the employee in a professional manner by telling him what are the proper way on how to deal and address customer requirements on a proactive collaboration with the customer.

I will request the cusomer to wait for a while. I will take the employ on one side and tell him that what he is doing is not the way to deal the customers. I will tell him to be humble with customer and listen to him patiently. 

i will help him to serve better the  patient  with anger controle and enhance listening to him and to custuomer therafter i  will give him  more professionnel formation. 

A primary job of any Manager is not to boss around. Instead be a leader, talk to them - on job or outside in a cafe bar! Let it be a constructive two way communication. Be ready to give and take advices!!

If siting together and talking to each other can avert wars, definetly it would put things into perspective for the employee and help him identlfy his mistakes!

 

For the sake of transparency, I will come and ask how can I help & assist the customer-related issue. In this way not only the customer can satisfy at the same time my staff will learn also how to handle customers either the customer is too irritating.