Keep your customers in the right mood with these tips

1. Tips to Pacify Angry Customers & Resolve Issues 2004 Bluechip Call Center

2. Index • Manage customer emotions and make them positive • Question them logically to understand problem • Summarize issue in your own words • Tell them about possible routes to fix the issue • Let them make a decision on which route to take • Perform the necessary steps for resolution • After resolution, ask them if you can do something else

3. Manage customer emotions and make them positive • Regardless of how angry a customer is, do not respond in their tone • Pacify them and ensure that they are in a positive frame of mind before starting troubleshooting

4. Question them logically to understand problem • In his own words, customer might not be able to clearly explain his problem • Ask your own questions to understand the problem • Determine the issue with respect to the call center process

5. Summarize issue in your own words • Paraphrase the problem in simple words • Take a confirmation from customer that your version of events is actually correct

6. Tell them about possible routes to fix the issue • Give them alternatives on how the issue can be resolved • Let them know the pros and cons of each issue

7. Let them make a decision on which route to take • After giving them all the options, let them decide • Go with the route they have taken to fix the issue

8. Perform the necessary steps for resolution • Perform step-by-step methodology to resolve the issue • Do not take any shortcuts and work as per process

9. After resolution, ask them if you can do something else • Even after the problem is resolved, ask them if there is anything else, they would like help with • Only after they are completely satisfied, disconnect the call