Call Agent! Answer This!

[alexza]

what if i get an irate customer? then he said he wanted to talk to our supervisor? what will i say in order for me to control the call? and also what are the things to be said in order for me to get his attention and talk to me. thanks

[mortimer]

well...i've haven't taken a call in a long time...but just remember that the last thing the caller needs is somebody to argue with...if you do that, you'll never calm the customer down. if you received the call and he/she immediately asked for a supervisor, then ask why. you'll have to position it in such a way that the question is not interpreted as a defensive response. you could probably tell him/her that you'd like to know what the issue is so you could get the person who would be in the best position to respond...

in majority of cases where agents fail to handle a call, it's because they aren't listening to the customer. usually, irate callers just need somebody to listen. you have to ensure that he/she knows that you understand the situation, which you can do by paraphrasing the issue. if the customer is asking for something that you cannot do, then you'll have to explain why you can't do it. it's sometimes difficult to do, particularly when there is info that you cannot divulge.

there really isn't a step by step guide on how to handle irate customers. the best way to learn how to do it is by listening to how experienced agents handle those sort of calls.

lastly, if you want to last in a call center, you'll have to learn to accept those types of calls as normal occurances. if you take it too seriously, you'll not be able to stay too long. agents who cry or react in kind (with the phone on mute, of course)when they encounter customers who curse and swear at them never last for more than a couple of months.

[c0re21]

just say: "i'll be happy to do that but first, may i know what the problem is?" tapos let them vent... tpos pag tapos na sila makakalimot din sila na naghahanap sila ng supervisor... just emphatize... agree with the customer if possible... feel his sentiment.. tapos yun!! lusot ka na!! babait din yan!!

[TipZyGirl]

yeah i certainly agree na all you have to do is emphatize, you dont really havve to give the call to the sup, one time nga i had a call and the customer was looking for the manager and all of that stuffs, but all she wants to do is to activate her phone, heller! nakakaloka *** di ba, basta try to de escalate the call first and everything will run smoothly, i receive irate callers everyday, im getting used to it! hehhe! good luck!@ kaya mo yan, what account are you working with ba?

[purple_witch]

what i used to tell them is that a supervisor is currently unavailable but that the call is already in queue. sabay hirit ng, "if you can just tell me your concern i'll try to document everything so when i transfer you my supervisor will have an idea." by the time we're done, tapos na concern nila. kase marami sa kanila simple lang concern but they just want to make sure na maaksyunan agad kaya they look for someone with a position.