If you work as a customer service representative, especially if you are employed by a large corporation, you know how difficult customers can be. In fact, many customer service representatives have to do their best not to get angry and impatient with irate customers who have complaints that they want resolved as quickly as possible.
If you are thinking about getting into a customer service career, you need to remember that this is not an easy job at all. There is much more involved than sitting at a computer while taking calls and logging in customer information. Even if you work as a customer service representative who deals with customers directly through online chats, you still need to know how to handle people who are getting out of hand. Therefore, you should make sure that your personality really fits the job well before you decide to go ahead and apply for a job in this line of work. You have to be patient, clear-headed, and you have to be strong, too, because sometimes customers can get offensive and you need to know that you should not take any of the insults personally. You also need to be able to hold back any anger or aggression you may begin to feel towards a difficult customer.
If you need some tips on how to properly handle difficult customers at your job, continue reading to learn about two important ways that you can easily become an even better customer service representative today.
Voice Your Concern and Show Empathy
Empathy is the ability to put yourself into someone else’s situation in order to really understand how they feel and why they feel that way. If you are talking to a customer over the phone or over the Internet in a chat, you have to verbally be able to show your sympathy and let them know that you completely understand their frustrations. Do not simply say these things, however. Rather, really be sincere when you voice your concerns for the customer’s satisfaction with your company. This will most likely allow them to calm down and allow you to begin offering suggestions and options to make things better.
Keep Your Anger Down by Staying Calm
Many customers will outright lose their patience over the course of a phone call or chat if their issues are not resolved promptly or in the ways that they had hoped. It is very easy to get sucked into this anger and frustration, however it is important that you do not become hostile in any way. Approach the situation with a clear head and always remain calm. Even if you are on the phone with a customer who is raising his or her voice at you, do not get loud and scream back at him or her. Rather, keep your voice down and speak calmly in return. Hopefully this will let the customer know that he or she is getting out of hand and should calm down too.
Emma is a freelance writer who enjoys providing tips to those who work in a variety of tough jobs. If you are a customer of a company who is having difficulty contacting their customer service line, however, visit My Life. Their customer service team is trained and ready to help you get what you need.