Upset customers

[Valerie Heimerich]

We are an 80-agent 24/7 inbound call center for a private utility company. We often have to deal with upset customers, and in some cases can not do anything to address their problem (because they have let their account become so delinquent).

There are many books & videos about handling upset customers, but it's difficult to know which really work. I'd like to do some training with the agents that goes beyond giving advice such as "take a deep breath" or "don't take it personally".

Have any of you found materials that might help with this issue? Any suggestions would be appreciated!

Thanks,
Val

[mikael]

Val,

There are indeed a host of materials, courses and programs for training reps to handle difficult callers. While some of them are useful in that they provide some techniques that can help a rep, I've found that the most effective training is done by your senior reps as a regular, ongoing part of professional development meetings for all staff.

The key issue is maintaining control over the conversation. Do you have a standard call-handling procedure that all reps use that helps them effectively work through the phases of a call? (I don't mean a memorized "script" -- those things are instantly recognized as such and just make unhappy callers even madder!) A proper call-handling procedure identifies the primary and secondary goals of each phase of the call, allowing the reps to use their own words while maintaining their focus on the results to be achieved. If not, I could help you to develop one together with your own in-house course materials and train your senior reps to deliver them.

From the base of a call-handler procedure, the next step is to build up an awareness in the reps of the basic caller "types," and to teach them both how to recognize each type and what techniques and approaches are best for them. You then regularly role-play / practice these techniques in your meetings. Make a bit of a game of it; have people save up their "favorite" cases and use them as examples. (I used to offer a "weird problem of the day" award when I managed a center.)

I'm not far away from you; I'm in the SF bay area. Give me a call if you'd like to talk further offline, or send e-mail. (510) 865-4515