15
Oct
How do you deal with difficult customers? Interview question?
Author: admin | Category: difficult customerHi I have an interview tomorrow working in call centre what do you say to How do you deal with difficult customers? i haven’t had to deal with any yet, so please can you give me some good ideas thanks
well if ur working at call center u should b polite voice should always cool and calm dont forget the greetings and ur name first wen u encounter a difficult customer always appreciate their opinion but u’ll explain wats n ur side then dont forget to appology even u know costumer s wrong. u just got to explain ur side but still make an appology for some reason to make ur costumer feels good
October 15th, 2009 at 5:00 pm
You always smile and be nice no matter what they do. Try to handle the situation yourself, and if need be get a manager.
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October 15th, 2009 at 5:49 pm
dealing with difficult customers take more than concentrating on solving the problem :
1 - Don’t let them get to you - Stay out of it emotionally and concentrate on listening non-defensively and actively. Customers may make disparaging and emotional remarks - don’t rise to the bait.
2 - Listen - listen - listen - Look and sound like your listening. The customer wants to know that you care and that you’re interested in their problem.
3 - Stop saying sorry - Sorry is an overused word, everyone says it when something goes wrong and it’s lost its value. How often have you heard - "Sorry about that, give me the details and I’ll sort this out for you". Far better to say "I apologise for ……" And if you really need to use the sorry word, make sure to include it as part of a full sentence. "I’m sorry you haven’t received that information as promised Mr Smith". (It’s also good practise to use the customers name in a difficult situation).
4 - Empathise - Using empathy is an effective way to deal with the customer’s feelings. Empathy isn’t about agreement, only acceptance of what the customer is saying and feeling. Basically the message is - "I understand how you feel". Obviously this has to be a genuine response, the customer will realise if you’re insincere and they’ll feel patronised.
Examples of empathy responses would be - "I can understand that you’re angry", or "I see what you mean". Again, these responses need to be genuine.
5 - Build rapport - Sometimes it’s useful to add another phrase to the empathy response, including yourself in the picture. - "I can understand how you feel, I don’t like it either when I’m kept waiting". This has the effect of getting on the customer’s side and builds rapport. Some customer service people get concerned with this response as they believe it’ll lead to - "Why don’t you do something about it then". The majority of people won’t respond this way if they realise that you’re a reasonable and caring person.
If they do, then continue empathising and tell the customer what you’ll do about the situation. "I’ll report this to my manager" or "I’ll do my best to ensure it doesn’t happen in the future".
Make no mistake about it; customers, be they internal or external, are primarily driven by their emotions. It’s therefore important to use human responses in any interaction particularly when a customer is upset or angry. If customers like you and feel that you care, then they’re more likely to accept what you say and forgive your mistakes..
References :
http://www.customerservicemanager.com/action-%20ideas-to-deal-with-difficult-customers.htm
October 15th, 2009 at 6:10 pm
Remain calm. Be polite. Do not get drawn into an argument. Be clear on company policy and stick to it. If you are unsure about a detail, ask your customer to hold and consult your supervisor.
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October 15th, 2009 at 6:48 pm
Go take a look at this link I just put it, it says how to deal with angry customers, I was going to put in parts of it but thought you would get more out of it by reading it all, my sister worked in a call center and has for a lot of years, it takes a lot of practice but keep a smile on your face ( it helps to put the smile in your voice) the person on the other side is trying to intimidate you and ruin your day, anyway here is the link, I wish you all the best for your interview tomorrow.
http://www.callcentrehelper.com/call-centre-qa-coping-with-angry-customers-223.htm
References :
http://www.callcentrehelper.com/call-centre-qa-coping-with-angry-customers-223.htm
October 15th, 2009 at 7:07 pm
you have to let them know you want to help them, and you understand their frustration and if they will try to give you all the info you need you will try to help them. but you are not in a position to make management decisions and you can only continue as long as things remain civil.
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October 15th, 2009 at 7:25 pm
well if ur working at call center u should b polite voice should always cool and calm dont forget the greetings and ur name first wen u encounter a difficult customer always appreciate their opinion but u’ll explain wats n ur side then dont forget to appology even u know costumer s wrong. u just got to explain ur side but still make an appology for some reason to make ur costumer feels good
References :
October 15th, 2009 at 7:53 pm
Be honest and think about it. If you give an answer of how someone else handled it, you will get caught in a lie. They want to know how YOU would handle it. Gather your thoughts and be honest.
Would you: Ignore the anger, address it, step around it?
Would you: Tell the customer they are right, they are wrong, or see that right or wrong, they FEEL they have an issue and try to solve their problem?
The Idea in handling a difficult customer is being able to defuse a bad situation. If you feel things ‘getting out of control’ you need to know when it is time to get the boss involved in the situation.
Think on these things and get a plan of action in your head. Every situation will be different but you will have an idea. The customer is not always right, they are always REAL. There is a difference.
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worked in customer service for over 20 years and took complaints because I was ‘good’ at it.
October 15th, 2009 at 8:32 pm
Tell them if they’re not happy with the service, they can go elsewhere!
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October 15th, 2009 at 8:42 pm
1) always stay calm and have the ability to "react in a crisis situation."
2) always be pleasant and speak in a pleasant voice
3) never let the customer feel you’re disagreeing with him
…just a couple of tips.
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October 15th, 2009 at 8:59 pm
I’ve been asked this before and what I say is, ‘ You have to be very understanding of what the customer is saying and their issue and not take it personally. They are not mad at me, but at the situation, so my job is to resolve it to the best of my ability. There may be a situation that I can’t resolve in which case I would do my best to explain the reasons why. In doing all this, I have to remain patient, listen to what the customer is saying, never interrupt, and treat them as I would like to be treated.’
Hope this helps and good luck!!
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