Every once in a while, call center customer service reps are forced to deal with a problematic caller. These customers are usually frustrated, but sometimes they just chat too much. Handling even frustrating customers correctly is essential to building customer loyalty.
In fact, eighty-nine percent of people have stopped giving their business to a company after enduring subpar call center experiences, so it’s important to offer them 100 percent, even if they’re not giving you the same respect. No matter which problematic customer type you’re dealing with, we’ve got some great tips on how to manage.
There’s talkative and then there’s excessive. Your typical Chatty Cathy can be difficult to identify at first. Often, these overly enthusiastic over sharers seem genuinely friendly, and most of them are. It’s just that when they start to fill you in on the details of their son’s graduation party, suddenly you realize this is going to be a long call, and you have five callers on hold. So how do you deal? Here are a few simple tips for handling a Chatty Cathy in the call center:
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Angry Al is the guy who calls you after he’s already at the end of his rope. Many times, an angry customer is troubleshooting. They’re frustrated because they’ve tried everything in their power to fix a broken product or find a way to make their product work, but it still remains problematic. So, by the time they reach you, they’re snappy, annoyed or, worse, actually yelling. Here’s how to manage:
A Negative Nancy is actually one of the trickiest call center personalities to handle. The reason she (or he) is such a challenge is because they’re not outright yelling, like say an Angry Al, and they’re not over sharing too much, like a Chatty Cathy.
Instead, they’re dropping often passive-aggressive remarks about your product or service. It can be challenging to know if you should address these concerns or not, since they don’t seem truly angry about them, but more like a disappointed parent. It actually is usually best to confront their disappointment, with great tact. Here’s how:
The Confused Cody accounts for majority of the calls you’ll receive. Cody isn’t necessarily angry or frustrated yet. He’s not talking your ear off either. He’s just confused and trying to either figure out how to use a product, complete a purchase or some other general question. Here’s how to handle a confused customer as smoothly as possible:
Threatening Theo is fed up and flustered by the time he arrives at the other end of your phone. He’s sometimes scarier than even Angry Al was, because he’s threatening to leave your company for another one. He may also be threatening to report you or other scary remarks. How you handle Threatening Theo in your call center is vital to customer retention. A customer who receives poor customer service is four times more likely to leave you for a competitor than one who encounters a service or product-related issue. Here’s how to deal:
The five aforementioned customers may sound intimidating to handle in the call center, but sticking to the tips mentioned above will go a long way to ensuring that you are providing top notch service, even to the most difficult customer. Just remember: it doesn’t get easier, you just get better.