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Will you take the risk of risking your SLA/KPI/AHT for one call?
Well first things first need to be as calm as never before.
Need to convince customer that I am the one to help him and I will do my best and certainly succeed in solving his problem.
first of all show extreme empathy to calm down the irate customer then slowly slowly explain the procedure and tell them the fact if there no benefit for them so we can not approve for them policy is policy. we can not go ahead and do charity to make customer happy as we are doing business and business does not allow to show sympathy instead empathy and rules and regulations. That's all.
Both the customers should be entertained very carefully so that we can achieve our targets and our customer as well
We all come across irate customers but not to the level of discussion requirement. Very negligible percentage. We must take risk on this and our colleagues and bosses knew this for exception if at all to take into the case for consideration as far as SLA or and KPI
