How can you positively influence a difficult caller?

This is the absolute most important aspect of handling a difficult caller. In my 20 plus years of dealing with buyers and sellers under extreme stress, showing empathy has always been the best tool. It always diffuses explosive situations and prevents escalations.

I believe dealing with callers, you must first thoroughly listen. Be attentive! That is the start of great communication. Ask questions if you need to. And always show empathy. Customers really love when you can relate to their situation in any type of way. But more importantly, always be kind and smile when you are speaking with them. We all can sense a smile on the other end of a call!

In my experience by the time the customer has come to the point where they are super upset on the phone there has been a whole trail of other things leading up to it. Like their car broke down, or they have called multiple departments already only to now be talking to you. By the time someone is heated on the phone with you, actively listening is by far the best way to go. After listening to them I recommend responding back to them to clarify that you heard them correctly. From there go on to tell them what you “can do” do not start with what you “cannot do” that just makes it worse. The last thing I would do is give them options, based on what you can do.

After working in a large retail pharmacy where it seems that patients are being given less time, information, and guidance and treated more like cattle this is probably one of the most valuable things you can give someone. Whether it be on the phone or in person. Most people now just want to be HEARD by a living breathing human after all of the unwanted and sometimes difficult automated systems. Not only is letting them know you hear them, but also them seeing and knowing you’re giving them your time they tend to calm down once things are off their chest and are much more pleasant to work with. Also it helps you form a bond with people you usually see or talk to on a regular basis making them feel like a human again and not a number.

In my experience as a business entity tax collector for the state of California, I valued the opportunity to provide quality and excellent service. As a taxpayer and business owner I’m aware of the general concern of the caller. My knowledge and years of experience helped me to educate the caller and analyze complex accounts for accurate information. Most callers approached the call with high anxiety and fear of being powerless to state and federal tax laws. To maintain the direction of the call I never took the call personally and took the necessary time to give clear and detailed information. The caller felt empowered/educated, understand the cause/effect and clear instructions to resolve the issue.

Also from working in a large retail pharmacy chain I learned that not only acknowledging and apologizing are great things to do, but also telling the patient steps you’re going to make so the issue doesn’t arise again. And also I would repeat my name so if it did occur again because someone wouldn’t read my notes they would know to ask for me and I’d just keep pushing forward and tell them the next steps I’d take to help again. If it continued I would take it to the pharmacist in charge and let them know the situation and it’s unacceptable the patient has to repeatedly deal with this and ask them to also call. People matter at the heart of any business, make them your priority not the numbers.

People need to be acknowledged. Being humble when dealing with difficult callers will help de-escalate their frustration. If they are made about, let's say, their scar after surgery, understand they have a right to how they feel. Be compassionate and show that you are just as concerned with their concern as they are.

The business of anoffice can create backed up promises or duties for patients or customers. Even though it is a rather regular thing an outraged caller should seem to surprise and disappoint you as well. Otherwise the caller may think this kind of thing must happen all the time, due to carelessness. Which we all know is not the case, most of the time.

It's been a while now but there were many situations in which this particular office had upset callers wondering why their prescription had not yet been sent to the pharmacy. After this happened a few times I took the callers information and began digging into why the hold up. I called the pharmacy which had received nothing. It turned out they had a new phax number and were not receiving our faxes. A simple phone call to the place the prescriptions were sent and the people training me were stunned that I would even call them. What does that tell you? People sometimes just don't try. But dont let that be you.

After you actively listen, you can summarize or repeat back by saying, "So, what I'm hearing you say is..." Give the individual the time they deserve for a full understanding of the matter. Update them on the current status and try to be as transparent as you can within your company's acceptable terms. Once they have a better understanding of "now", I like to go ahead and advise them on the what to expect next and realistic timelines to possibly help reduce future callbacks or escalations.

I usually accept full responsibility and solve the issue for them and educate them on the matter. It doesn't take much time but even if it does at least this was a productive call that will save time in the future

The caller is usually so appreciative of someone that cares they call back and thank you personally. But if not it is good to give a courtesy call or message with the information necessary to reach you again if anything else goes wrong. Of course you reassure positive future interactions are to be expected. And wish them well till next time

Follow up and stay in communication. I'm one of my duties, I handled a power outage call from a guest. I reached out to the power office, lodge complaints, and reached back to the guest. It took a few hours to get the power back on; I stayed on a call with the power office. And call guests every 30 minutes to update them on their progress. This step helped our guests feel safe and cared for during the outrage. Follow-up is important to customer retention in any business

Speaking in a calm, positive manner, showing empathy and understanding allows the caller the time to feel heard/acknowledged. Keeping a steady pace when speaking, tends to also calm the caller down, from my experience. Speaking at a fast pace, can heighten, even escalate the situation. Offer solutions to their concerns, which in some cases, is just the acknowledgement of being heard.

In all my years of dealing with customers I have learned that nothing heightens their anger like being transferred to multiple different people. Don’t say it’s not my job, if you work for that company it is your job because if you don’t have customers you don’t have a paycheck. The steps above are on point and work well if they are utilized. If you answer the phone no matter the problem you should know how to help. If you don’t know the answer put the call on hold or call back and make sure you follow up. Not only will you help the customer you will also become more educated about the company you work for.

In a call center environment it is especially frustrating when getting cold transferred to another department. I would first admit that this was beyond my expertise and let the accepting department know what was going on. Explain as best you can and then introduce the callet to the "expert." As a customer it adds to frustration having to explain the problem again. It's also frustrating to get transferred to a center off shore.

All of the above points are very on point, one need to try as much as possible to avoid misinterpretation of customer's plight, if you don't get the explanation you can easily tell the customer to repeat his/herself for you to digest the information very well and try not to get the customer frustrated by tell him/her to repeat what they just said so that they won't see you as someone trying to play down in their intelligence.

@Linda Bedlowski- exactly! The customer does not care what your job title is, all they know is that they dialed the company number and they expect to be helped. I have helped many a customer at many roles at many companies that were asking for things nowhere near my department or knowledge, but I did what I could to get them what was needed (w phone number, email address or even transferred to the correct person with my number if they got dropped). To them, you are the company.

The main objective callers want is heard and understood. To you, it maybe just another call, but to the customer, it is the ONLY call that matters. Not taking it with the level of seriousness as they do is a faux pas that could drive customers away permanently. So always listen actively and attentively. Listen for inflection, changes in volume and cadence in the caller's voice. Ask them to repeat if necessary. While they are talking, start working on a solution, make sure you can deliver what you promise. And if necessary, consult the SME or your supervisor if you must. Good Hunting!