Handling complaints/ irate customers
The following techniques will assist in dealing with difficult callers:
- Take notes, do the best you can to capture the essence of the complaint.
- Under no circumstances should you argue. Arguing will only feed the caller’s anger.
- Allow the irate customer to air his/ her grievance without being interrupted.
- Perform the following:
- Set up time frames.
- Relay a summary of what the customer has said without the emotion.
- Resolve the problem.
- Follow up with the customer.
- Deal assertively and professionally with all customers, irrespective of their tone or nature.
- We have the right to terminate a call should a caller verbally abuse us, after making the caller aware of
- Recommended script for an abusive caller includes:
- I will only be able to assist if you allow me to ………….
- Could I kindly ask you to refrain from ……….
| C | Calm down |
| L | Listen |
| E | Empathise |
| A | Action |
| R | Respond |
