Comments on: Handling difficult customers http://www.callcentrehelper.com/handling-difficult-customers-2647.htm The UK's most popular call centre magazine Fri, 10 Feb 2012 18:45:46 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: Bunnycatz http://www.callcentrehelper.com/handling-difficult-customers-2647.htm/comment-page-1#comment-30992 Bunnycatz Tue, 19 Jul 2011 12:43:54 +0000 http://www.callcentrehelper.com/handling-difficult-customers-2647.htm#comment-30992 I really like this article. I started reading through articles looking for ones to share with an agent I want to begin developing. Currently she carries out call monitoring and I want to find ways to get her thinking about how she can improve quality in the team and give her lots of options to find something that 'speaks' to her so she can take ownership and run with the idea and begin to enhance her coaching skills. This approach may not work for every angry customer but from my own experience as an agent and as a TL taking over calls I can definately see it's merits. Thank-you! I really like this article. I started reading through articles looking for ones to share with an agent I want to begin developing. Currently she carries out call monitoring and I want to find ways to get her thinking about how she can improve quality in the team and give her lots of options to find something that ’speaks’ to her so she can take ownership and run with the idea and begin to enhance her coaching skills.

This approach may not work for every angry customer but from my own experience as an agent and as a TL taking over calls I can definately see it’s merits.

Thank-you!

]]> By: Paul http://www.callcentrehelper.com/handling-difficult-customers-2647.htm/comment-page-1#comment-29656 Paul Thu, 08 Jul 2010 10:17:55 +0000 http://www.callcentrehelper.com/handling-difficult-customers-2647.htm#comment-29656 Commenting as a customer who recently had occasion to be the one MAKING a complaint to the call centre of a well-known mobile provider, my experience was completely frustrating; not due to the "state" that the agent was employing (though I doubt that she had ever had any training in this methodology)it was the complete "brick wall" I encountered because the "script" she was using just did not have an exit strategy to cope with my complaint. Having been sent the "wrong" SIM card compared to the one shown on my account, I failed the security check and according to the script, this was something that "simply could not happen in our organisation". The result was a total breakdown in communication. Commenting as a customer who recently had occasion to be the one MAKING a complaint to the call centre of a well-known mobile provider, my experience was completely frustrating; not due to the “state” that the agent was employing (though I doubt that she had ever had any training in this methodology)it was the complete “brick wall” I encountered because the “script” she was using just did not have an exit strategy to cope with my complaint. Having been sent the “wrong” SIM card compared to the one shown on my account, I failed the security check and according to the script, this was something that “simply could not happen in our organisation”. The result was a total breakdown in communication.

]]> By: Aamir http://www.callcentrehelper.com/handling-difficult-customers-2647.htm/comment-page-1#comment-29645 Aamir Tue, 06 Jul 2010 08:04:08 +0000 http://www.callcentrehelper.com/handling-difficult-customers-2647.htm#comment-29645 This is very important to provide a quality customer service from your contact centers, but handling difficult customers are really difficult, well your article is quite beneficial however I ‘m with all other commentators’ statement of : it is all theory”, but if we think and realize that every concept and every exercise depends on any ideology (theory) and if we tend to establish every parameter of every theory, it will defiantly reflect with a positive or negative results. I myself will start training call center team on how to handle the difficult customers? Where I definitely will push them to bring all these theories into practical practice and will also share you the outcomes on…… This is very important to provide a quality customer service from your contact centers, but handling difficult customers are really difficult, well your article is quite beneficial however I ‘m with all other commentators’ statement of : it is all theory”, but if we think and realize that every concept and every exercise depends on any ideology (theory) and if we tend to establish every parameter of every theory, it will defiantly reflect with a positive or negative results.
I myself will start training call center team on how to handle the difficult customers? Where I definitely will push them to bring all these theories into practical practice and will also share you the outcomes on……

]]> By: md http://www.callcentrehelper.com/handling-difficult-customers-2647.htm/comment-page-1#comment-29067 md Fri, 05 Mar 2010 16:03:58 +0000 http://www.callcentrehelper.com/handling-difficult-customers-2647.htm#comment-29067 from my own experience, reality is different from theory. but still we keep on trying to satisfy the customers in a professional manner. good article. good luck to everyone as i believe customer service is the most difficult job out there. :) from my own experience, reality is different from theory. but still we keep on trying to satisfy the customers in a professional manner. good article. good luck to everyone as i believe customer service is the most difficult job out there. :)

]]> By: Anonymous http://www.callcentrehelper.com/handling-difficult-customers-2647.htm/comment-page-1#comment-16814 Anonymous Fri, 22 May 2009 10:15:02 +0000 http://www.callcentrehelper.com/handling-difficult-customers-2647.htm#comment-16814 All I can say it is theory but its strength lies in the way it teaches the concepts with fun.Stress still remains one of the greatest challenges that call center employees face.My purpose of reading articles in this site has been to find ways in which learning can be driven with fun and this is exactly one such article that teaches you how you can drive learning with fun.Thank you ! All I can say it is theory but its strength lies in the way it teaches the concepts with fun.Stress still remains one of the greatest challenges that call center employees face.My purpose of reading articles in this site has been to find ways in which learning can be driven with fun and this is exactly one such article that teaches you how you can drive learning with fun.Thank you !

]]> By: Michelle http://www.callcentrehelper.com/handling-difficult-customers-2647.htm/comment-page-1#comment-11891 Michelle Fri, 03 Apr 2009 05:46:11 +0000 http://www.callcentrehelper.com/handling-difficult-customers-2647.htm#comment-11891 At first, the technique sounded to me like common sense. Upon reading further, I realise that it's a good way to categorise different 'styles' (from both customer and agent's point of view). It encourages 'adult' behaviour which is the professional style that all call centres want their agents to follow. At the same time, it advises against agents using the 'child' style, which many agents think is okay (since they are being polite and giving in to customer's demands). I am a Quality Specialist in a Contact Centre and will try out your technique. Thanks! At first, the technique sounded to me like common sense. Upon reading further, I realise that it’s a good way to categorise different ’styles’ (from both customer and agent’s point of view). It encourages ‘adult’ behaviour which is the professional style that all call centres want their agents to follow. At the same time, it advises against agents using the ‘child’ style, which many agents think is okay (since they are being polite and giving in to customer’s demands). I am a Quality Specialist in a Contact Centre and will try out your technique. Thanks!

]]> By: James Sedonne http://www.callcentrehelper.com/handling-difficult-customers-2647.htm/comment-page-1#comment-11795 James Sedonne Thu, 02 Apr 2009 09:57:07 +0000 http://www.callcentrehelper.com/handling-difficult-customers-2647.htm#comment-11795 Its sound theory and works if your taking a limited amount of calls per day, however in a fully accredited commercial contact/call centre, agents can take up 60 calls or more per day. in that event its a probable chance that in amongst those calls, if ten customers are awkward and those calls come in one after the other, then that would wear thin on the most rational human being in the world. It could be that all 60 calls could be aggressive, humiliating and incensive. Human beings can only take so much- one then needs to question the state of the organisational structure, and the external market enviroment for that product or service. Nevetheless in the event that its one call in 60 or one call in 100 that is awkward or difficult, then its merely down to the individual agent to excercise professionalism- which reverts back to your theoretical model. Its sound theory and works if your taking a limited amount of calls per day, however in a fully accredited commercial contact/call centre, agents can take up 60 calls or more per day. in that event its a probable chance that in amongst those calls, if ten customers are awkward and those calls come in one after the other, then that would wear thin on the most rational human being in the world. It could be that all 60 calls could be aggressive, humiliating and incensive. Human beings can only take so much- one then needs to question the state of the organisational structure, and the external market enviroment for that product or service.
Nevetheless in the event that its one call in 60 or one call in 100 that is awkward or difficult, then its merely down to the individual agent to excercise professionalism- which reverts back to your theoretical model.

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