Facing abuse at a
contact centre?
Regrettably, it
is common for contact centre agents to face verbal abuse from
customers - it is an occurrence that probably occurs in most contact
centres numerous times per day. But what can the agents do, apart from
cutting the caller off of course.
Nasha
Fitter, BPO training expert and the CEO of Fitter Solutions, a
training provider to BPO personnel, corporate and individuals, has
some useful tips to offer:
1.
Remember, it is not about you. Think back to a time where you lost
your cool with a customer service agent or service employee when you
were having a bad day. Your anger did not stem from the actual
customer service problem; it stemmed from a personal issue you were
facing that day. Does that make you an awful person? Of course not.
Keep in mind that when people are frustrated, they say things they may
not necessarily mean.
2. Count from one to
10. This will help you to become more patient as well as increase your
level of concentration. While counting, think of something that makes
you happy.
3. Keep your voice calm - It has a calming effect on the customer and
conveys that you are in control. People lose respect for those who
can't control their anger.
4. Politely request
the customer to speak slowly and clearly - Ask your team leader what
your company's rules for abusive customers are. Find out if you are
able to tell them to lower their volume, watch their language or
simply hang up the call.
5. Getting agitated?
Keep the customer on hold - Do this for a second or two, take a deep
breath and get back to your call.
6. Listen to music - Bring a Walkman, Discman or Mp3 player to work;
make sure you have some music; music has been found to help people
calm down their agitated nerves and think clearly.
7. Is your call
getting out a hand? Transfer it to your team leader/supervisor - She/
he could step in and tackle the customer.
8. De-stress with a
breathing technique or yoga - After an abusive phone call, use the
de-stressing facilities at your workplace.
Do breathing exercises at your desk or in the bathroom. Fast breathing
followed quickly by slow breathing can do a lot to calm your nerves.
Jumping around, even for a minute, or punching the air can help to
release frustration.
9. Press the mute
button and swear back - As your customer rattles off the abuses, you
may be tempted to press the mute button and swear back silently, even
as you switch to your sweetest tone when talking to him or her.
10. Chat with your
team leader - Had a very taxing day with too many distressing calls?
She/ he will play counsellor and reassure you the abuse was directed
at the company, not at you.
The last word
As a customer service executive, it is important to empathise with the
customer instead of viewing him/ her as the enemy.
A positive and mature attitude is what will really make you excel at
your job and do well in the service industry.
