How to improve empathy in the call centre
What can call centre managers do to improve agent empathy skills? (more…)
How do I - build rapport with callers?
It’s easy to develop rapport with someone when you meet them face-to-face. A friendly handshake, the right amount of eye contact: these are the things that build connections. But exactly what do you do when you’re trying to achieve rapport building over the phone? Nick Drake-Knight addresses this very issue. (more…)
Answers: Coping with angry customers
Question: I manage a public sector contact centre where our people have to cope with complex calls - frequently covering a number of queries from the one customer. Our operators are trained to deal with difficult and often emotional conversations. But we’ve recently realised that we now need to start coaching our people in how to deal with angry customers too. We’re finding that customers are becoming a lot less patient on the phone, and sometimes our people are subjected to a barrage of verbal abuse that they simply don’t deserve. (more…)
Dealing with Angry Customers
It happens on a regular basis! Angry customers are expressing their frustrations by aiming their complaints at staff members.
If this happens to you, then don’t despair. You are not the first to be concerned by raised voices and maybe even a threat of violent behaviour. Stay calm and devise a plan to face such situations. (more…)
