BPO Agents | Paano I-handle ang isang Irate Client?

nortonantivirus

hi...paano po kayo maghandle ng irate customer? share your experiences naman po...
maraming salamat po...

pinoynetwit

nortonantivirus wrote: »

hi...paano po kayo maghandle ng irate customer? share your experiences naman po...
maraming salamat po...

Letting the customer vent the frustration and giving short verbal hints that the person is being listened to.

Proper paraphrasing of the customers concern with the appropriate empathy statement. Always try to inject emotion into your voice.

Assurance that I will take action on the concern as far as my capability as a CSR can take me.

Telling the customer what steps I am taking as I sift through thr customer tools on the PC as a way of assuring the customer that I am doing something to fix the problem. Even using google to troubleshoot the problem at certain times due to limitations of my online tools.

Assurance that I will refer the concern to my supervisor or even warm transfer the customer to the apporpriate department.

Result: I've never had a single "sup call" ....may galit sila sa company up to the end of the call sometimes pero sa akin wala.

IceKnight

the one thing I tell my agents to remember when handling irate customers: These customers are mad at the company and not at YOU so don't take it personally. Ilabas na lang yung sinasabi nila sa kabilang tenga.

inthelongrun

if all else fail, RELEASE!:D

ExtremeRide69

mute k lng tpos speaker mo bsta wg lng marinig ng sup... tpos pagnapakod... ssbihin ng cust r u still there? yes maam!! apologize chenelyn! heheh

freshbabe

TRICK :

para di ka affected .... kasi...
kahit sabihin pa nating
GALIT SIYA SA COMPANY...
di maiwasan na maging
"affected ka" dahil sa
" tone--- HIGH PITCHED mga irate calls "

so... kapag natunugan mong...
bubulyawan ka... or todo na...
ang pag-emote niya...

HINAAN MO YUNG VOLUME NG
amplifier... pero dapat naririnig mo pa
rin inaangal niya, & presence of mind
meron ka dapat... DON'T PANIC!

say the right spiels, empathize...
wag... papatulan!!!
* don't CURSE BACK!!! *
(KAHIT NAKA-MUTE KA...)
di gumagana minsan, saka baka mali
pindot mo.... (mental cursing dapat)

Haloperidol

you can also use the ff line

ok

i see

hmmm

oowww

i'm so sorry for that

hanggang matapos sya then
say something like

"ok the best thing that i can do for you is transfer you to the right dept have a nice day" lol

pinoynetwit

Iba pa rin ang email support basta irate ang customer dapat nasa email support ahahahahahahahahahhaha.

Sanay ako sa irate customer pero if I can avoid it i'll go back to email support and back office maski na medyo may slight headache ako after the shift.

Ako never na nag-mute hinihinaan ko lang ang volume sanay na ako sa mga murahan.

LaGUNaMAN

How to handle irate customers? One word.

Apathy. LOL!!

msbles

pinoynetwit wrote: »

Letting the customer vent the frustration and giving short verbal hints that the person is being listened to.

Proper paraphrasing of the customers concern with the appropriate empathy statement. Always try to inject emotion into your voice.

Assurance that I will take action on the concern as far as my capability as a CSR can take me.

Telling the customer what steps I am taking as I sift through thr customer tools on the PC as a way of assuring the customer that I am doing something to fix the problem. Even using google to troubleshoot the problem at certain times due to limitations of my online tools.

Assurance that I will refer the concern to my supervisor or even warm transfer the customer to the apporpriate department.

Result: I've never had a single "sup call" ....may galit sila sa company up to the end of the call sometimes pero sa akin wala.

Thanks for taking questions like these seriously (although the humorous answers are also refreshing). Irate customers are really a huge issue for newbies and those (like me) who are just about to apply.

Btw, I quite agree that Google is an invaluable tool for handling irate customers. My sister tells me she often gets callers who annoyedly tell her (when she can't find an info) that it's on the internet. She says she wonders why they don't look it up themselves. I tell her it's part of her job to look it up for callers who are too lazy to do it themselves.

I think, the hard truth is we should actually LOVE irate and lazy callers. If not for them, there wouldn't be such a high demand for workers in our high-paying job

pinoynetwit

Idol ko ang google! Nakakapag-trouble shoot ako ng DSL connections using Google alone on certain circumstances. Andami kong nasagot na tanong na wala sa customer tools ng client...like why is my caller ID not working when I am using my DSL. Ang ganda talaga ng Google hanggang operating and maintenance manuals ng mga assault rifles nakakakuha ako.

rubberr_ducky

pinoynetwit wrote: »

Letting the customer vent the frustration and giving short verbal hints that the person is being listened to.

Proper paraphrasing of the customers concern with the appropriate empathy statement. Always try to inject emotion into your voice.

Assurance that I will take action on the concern as far as my capability as a CSR can take me.

Telling the customer what steps I am taking as I sift through thr customer tools on the PC as a way of assuring the customer that I am doing something to fix the problem. Even using google to troubleshoot the problem at certain times due to limitations of my online tools.

Assurance that I will refer the concern to my supervisor or even warm transfer the customer to the apporpriate department.

Result: I've never had a single "sup call" ....may galit sila sa company up to the end of the call sometimes pero sa akin wala.

I agree! Let the customer vent out and provide comforting words tpos multi task ka and try to find a solution without going out of your limits.

Sa case (pag tinamaan ako ng topak) ko nung nasa sprint pcs pa ako tapos sobrang irate. Pinapadala ko na lang katabi ko. Hehehe

LaGUNaMAN

I was serious. Hehe..

ibidem

EMPATHIzzzZZZZZE, AFFIRM, NO DEAD AIR.... kahit hininga mo rinig na rinig ok lang yun.

Amelia Laisha

what i do is i probe if its the company's fault or the customer cant understand what is the policy... sometimes kasi, customers are irate because they just want to get what they want even if its off the client's rules...

if its reasonable, i use the-so-called magic words, "im sorry for the inconveniece", listen to the irate customers concerns and understand them so if they would ask you something, at least, you've got an answer... and if they ask for a supervisor, de-escalate once and transfer...

if its unreasonable, be firm... even if they become more upset, at least in the ears of the qa... you didn't go wrong... just dont go irate...

and if all else fail... blind transfer... hehe

tin28

dahil collections account ako, pwede kami medyo magtaas ng boses just to pacify the person...pero syempre may limitasyon din....dati i basked at the privilege kaso nakakasama sa akin lalo na pag may caffeine sa system ko, nagpapalpitate ako after ng call...lalo pang tumataas aht kasi maghahanap ng sup, actually hold time tumataas kasi nagpapanggap lang ako na naghahanap ng sup, lalo na pag alam ko na ganun din naman sasagot ng sup sa kanya atsaka ipapade=-escalate din lang sa akin, the heck with aht, dyan ka muna, kumalma ka muna!

now, pag alam ko na onset pa lang ng call, irritable na...kalmado na ako, baba ng amp, at from time to time may uhuh at i understand.at the other end naman, kahit irate sila, ang sinasabi naman nila yung kung ano rin sinasabi ng mga trainers, at beterano sa floor. hinde ako galit sa yo, galit ako kumpanya

malas mo na lang kung lahat na ginawa mo, binigyan ka na ng commendation pero kung kasama ang CSAT sa account metrics nyo, syempre mataas ang rep satisfaction pero ang company satisfaction hinde, jogsak pa rin ang csat

geronimo

wag ka magpapasindak. don't panic. try not to stutter cause if you do.. lalo ka nilang ito-torment. huwag papatol... hayaan mo silang magmura at magdrama anyway hindi naman sila sa yo galit kundi sa product / service ng client nyo. and most importantly emphatize. apologize if necessary. yun naman madalas ang nakakapagpakalma sa irate customers eh. kung talagang todo todo ang galit nya at hindi sya mapacify i-escalate mo.

iyah-kin

let the customer vent out their frustration .. anger or whatever we may call it ..

listen to them .. put yourself in their shoes .. not literally ..

empathy .. ehehehe .. then focus on the issue .. and let them know what you will do to solve the issue

nortonantivirus

pinoynetwit wrote: »

Letting the customer vent the frustration and giving short verbal hints that the person is being listened to.

Proper paraphrasing of the customers concern with the appropriate empathy statement. Always try to inject emotion into your voice.

Assurance that I will take action on the concern as far as my capability as a CSR can take me.

Telling the customer what steps I am taking as I sift through thr customer tools on the PC as a way of assuring the customer that I am doing something to fix the problem. Even using google to troubleshoot the problem at certain times due to limitations of my online tools.

Assurance that I will refer the concern to my supervisor or even warm transfer the customer to the apporpriate department.

Result: I've never had a single "sup call" ....may galit sila sa company up to the end of the call sometimes pero sa akin wala.

What if your SUPERVISOR refuses to accept the warm transfer? Dont get me wrong, but I know some SUPERVISORS do these things. (Hindi naman po nawawala yun eh). Am I right?

What will you do? Galit na galit yung customer tapos di mo na alam yung isasagot mo, you tried to escalate it to your SUP pero yung SUP mo isa't kalahati ding pasaway ayaw tanggapin yung transfer mo...(kasi siguro di rin nya alam yung isasagot nya... hehehe), tapos sasabihan ka pa ng "... thats what you're paid for " "...solve mo yan "
anong gagawin mo?

iyah-kin

hmmm ...

that happened to me ..

what i did ?? i stayed with the customer .. i explained everything .. kahit yata kung bakit ako pinanganak pwede ko sabihin .. hahaha

and then told the customer that you will make sure that their issue will be prioritized .. that you guys will do something so it will not happene again ..

you know .. it is not with what you say sometimes .. it is how you say it

pinoynetwit

nortonantivirus wrote: »

What if your SUPERVISOR refuses to accept the warm transfer? Dont get me wrong, but I know some SUPERVISORS do these things. (Hindi naman po nawawala yun eh). Am I right?

What will you do? Galit na galit yung customer tapos di mo na alam yung isasagot mo, you tried to escalate it to your SUP pero yung SUP mo isa't kalahati ding pasaway ayaw tanggapin yung transfer mo...(kasi siguro di rin nya alam yung isasagot nya... hehehe), tapos sasabihan ka pa ng "... thats what you're paid for " "...solve mo yan "
anong gagawin mo?

Bawal hindi tumanggap ng sup call sa amin ang mga supervisor.