Your business encounters difficult or unhappy customers on occasion, and you likely have a preferred approach for how to handle them. But can you trust your after-hours or call overflow answering service to do the same? If you partner with a respected call center provider that employs highly trained and experienced operators, you can expect all of your customers—even those who are a bit unruly—to be treated exactly how you would treat them yourself.
How to Handle Difficult Customers
There are several steps a well-trained call center operator will follow when dealing with a customer who feels slighted. The ultimate goal is to convey that your company cares about their business and experience and wants to meet their expectations. This can be accomplished by:
- Validating their feelings
- Expressing empathy
- Finding the root issue
- Offering solutions
- Being honest
Of course, a significant portion of the interaction will be based on the operator following the protocols you’ve established for dealing with unhappy customers.
Since 1986, Tampa, Florida-based Answer Excellence has been providing award-winning call center services to businesses throughout the U.S. Our call center operators receive extensive training and are constantly monitored to ensure they continue to meet the high standards our customers expect.
If you want to have peace of mind knowing that your answering service will provide the level of service you expect to even the most difficult customers, contact Answer Excellence today to schedule a consultation. We look forward to creating a customized service package that meets all your needs.