Welcome To:
HOW TO DEAL WITH
DIFFICULT CALLERS
Dealing with Difficult Callers
To deal with the problem think first why people act the
way they do
1. They may be frustrated in many ways for reasons
not connected with you. What you hear is the
expression of that frustration. They may be nice
people underneath.
2. They may be anxious. Even using the telephone
causes some people anxiety.
Dealing with Difficult Callers
Do not take what people say to you as a
personal insult. They are not attacking
you but may have become very
frustrated with a situation they cannot
control and as a result the quality of
their normal communication takes a
severe dip. Do not allow yourself to take
offence - difficult as that often is
Dealing with Difficult Callers
Do not lose your temper. If both you and your
customer end up in a shouting match (or worse)
you are unlikely to solve anything - and after all
that is your objective.
Keep your attention on the facts relating to your
meeting. Try to minimise emotional reactions.
Think before you speak. Create time for yourself
before you answer via a deep breath, a thoughtful
expression, etc.
Dealing with Complaints
Complaints tend to fall into two groups - the justified
and the unjustified. Remember, until you know the
facts you will not know which one you are dealing
with.
The following are some action tips you can use:
Dealing with Complaints
Take a deep breath.
Keep your voice enthusiastic and friendly.
Listen to what is being said, take notes.
Do not interrupt
Get the speaker’s name and telephone number.
Get the order number so the complaint can be checked.
Sympathise without being disloyal.
If the company is at fault, apologise.
Never give excuses (the truth is always the preferred option
here)
If you promise something (e.g. to call back) - do it.
Remember - in times of stress a promise is sacred
Never, ever Say or do…
“You are through to the wrong department.”
“ It's not my fault.”
“ I didn't deal with this.”
“Will you write in (a solution is needed now. Delay will just
make the situation worse).
“We are having lots of problems you're actually the sixth
one today about that.”
Interrupt - they will start all over again.
Automatically accept liability.
Jump to conclusions.
Lose your temper.
Appeal for sympathy.
Dealing with Aggression
Aggression is a symptom of both
anxiety and frustration. It is a by
product of insecurity. Do not
confuse it with assertion.
Dealing with Aggression
Action Tips:
Take a deep breath.
Speak calmly at an even pitch.
Keep your temper.
Do not respond with aggression.
Ask, and keep asking, for the facts.
Say something like, "I know this is a problem for
you but I can only help if you will let me" (an
empathetic assertion).
Dealing with Aggression
Encourage the talker to talk out their
feelings of aggression (the longer they talk
the less aggressive they will become).
If you cannot calm the individual arrange
for a break (e.g. tell a telephone caller you
will ring back. Tell a personal caller you are
going to fetch a document, look up a
reference number etc).
VAGUENESS
Vague customers will go on for a
long time and say very little. Be
patient and try to bring them back
to the issue.
VAGUENESS
Action Tips:
Maintain your patience and good humour.
Write down the facts as you hear them.
Use the facts to bring the customer back to
the point.
Keep a smile in your voice.
VAGUENESS
Be business-like.
Don't be side-tracked.
Keep to the point yourself.
Don't lose your temper.
Don't be abrupt
Keep summarizing regularly.
UNFRIENDLINESS
Some individuals are not fond of
people.
Some people confuse being
business-like with unfriendliness.
Don't take it personally.
Action Tips:
Smile as you speak.
Keep your voice up and pleasant
Deal with the matter as quickly as possible.
Don't make personal remarks.
Get to the facts and stay with them.
Don't be sarcastic (e.g. Thank you for
calling).
SENTENCES THAT DAMAGE YOUR IMAGE
OR LOSE GOODWILL
I can’t put your call through unless I can say who’s
calling.
She’s busy with another customer, could you call
back?
I don’t know where he is.
There is nothing I can do about it, that’s company
policy.
What you are talking about is not handles in our
department.
THANK YOU!
I hope you enjoyed
this presentation.
