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Working incustomer serviceor a call center is no walk in the park.
Especially when youre on the receiving end of customercomplaints.
But thats not always the case.
Hyken is an award-winning keynote speaker and best-selling author.
Hes a keynote speaker and has written several books on the topic.
Hyken says its important to remember youre not trying to win an argument.
Youre trying to win the customer.
He told Bored Panda that goal is to move the customer from angry to happy.
Welcome the customer into the conversation.
Once you recognize they are upset and even yelling focus on getting to neutral ground.
Allow the customer to vent.
Then acknowledge the complaint and apologize that it happened, he said during our interview.
Let the customer know youre on their team.
You will often find the conversation moves from angry to normal.
Then do what you do best, and sort out the problem, advised Hyken.
He also suggests dealing with the customers anger quickly, whilestaying calm.
Even if customers yell, dont yell back.
Remember, they arent mad at you.
Theyre mad at the situation.Hyken adds that you should listen and ask clarifying questions butnever interrupt.
The rant continues and eventually the employee says, I realize you are upset about your lost luggage.
For the customers out there who think yelling will help, it wont!
As a customer, you’re gonna wanna remember that you want someone to help you.
And Hyken says this doesnt happen when you force someone to play defense because of how you treat them.
If a customer is abusive or offensive, they need to be warned.
Hyken says you should give the person a chance to treat the conversation with the respect it deserves.
If they are not willing to do this, let them know youll be ending the call.
But they can always call back when they are in a better frame of mind, said the expert.
He noted that its important for leaders and managers of contact centers to have their agents back.
They need to know youll support them in a decision to properly terminate the call.
Train the agents on when its the right time to do so, and how to properly do it.
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