It happens to us all and at times when we are not prepared or expecting to handle blustering, flustered and ranting callers. In these unfortunate situations so often reactive and defensive instincts kick in, which drive us to make quick responses that neither placate nor solve the caller’s issue.
Be Calm – Calmness in these situations is everything, because it will help you to think about your responses clearly. We are often advised to empathise with a caller, but in this situation the last thing you need to do is mirror their mood, so remain calm throughout the call and distance yourself from their tone and frustration during the call.
Be Patient – When someone shouts, is angry and frustrated the temptation is to jump in with both feet to either defend or solve their problem. You have limited control of their mood over the telephone, so you simply need to let them rant! Let the caller use their energy to vent and talk, whilst you take on board relevant points and carefully consider your response. By the time they have finished ranting, you will have heard the extent of their concerns and anger, leaving them with very little more to say.
Be Clear – Your response to an angered or frustrated call must be very clear. Use simple language to demonstrate that your response isn’t guarded or wrapped up in emptiness. They must know that you intend to handle the situation and take steps to right their concerns.
Be Direct – Yes, we would stand strong and say you must let the caller rant, but don’t let them become abusive. If the situation arises where the caller become abusive and uses swear words, you must be clear. Warn them that if they continue down this route that you will end the call as a matter of company policy and you must follow this up by ending the call if they fail to alter their stance.
Be Efficient – These calls take time to address. It isn’t a fast process to placate or calm a frustrated, flustered or angry caller. Therefore, you must be efficient with follow up procedures. If you have made an agreement with the caller in how you will respond to their concerns, then make sure you follow this in a timely efficient manner.
Here at Message Takers we handle many different types of telephone call for a number of companies within a variety of business sectors throughout the UK. From the polite customer to the blustering, flustered and ranting caller we are sure to handle each call professionally in every situation. Do call us to find out how we can help manage your calls on 01858 439000