Keep your customers in the right mood with these tips

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Tips to Pacify Angry Customers Resolve Issues

• 2004 Bluechip Call Center

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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

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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

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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

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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

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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

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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

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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

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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

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