Dealing with complaints over the phone isn’t fun. You have no time to think before responding as you’re stuck in a live conversation! Here’s a few tips to help you the next time you’re stuck in an uncomfortable scenario.
Always acknowledge the customers frustration and/or issue by showing appreciation. Thank them for the call or show empathy depending on the situation with an apology.
Before responding to a complaint, clarify and confirm your understanding of the reason for the phone call. There’s nothing worse than responding with an incorrect response to a complaint.
Take responsibility of the call. Show the customer you do care and give them your name, which will give them confidence in you trying your utmost best.