How are you handling/showing compassion to emotional callers during the COVID-19 pandemic?

Topic Views - 306

How are you handling/showing compassion to emotional callers during the COVID-19 pandemic?
I work for a law firm that has a high amount of inbound callers. As you can imagine, we are experiencing a high influx of COVID-19 calls right now seeking legal advice that falls outside of our range of practice area and expertise. We have since created an email template informing individuals we are not currently accepting new clients due to the unprecedented COVID-19 pandemic. However, we have received a higher number of unpleasant responses than normal. Our goal is to reply compassionately and to make them understand that we are sorry we cannot help them during this scary time. What are some ways other companies have been responding to angry/emotional customers without further upsetting them or making them feel dismissed?

Helper

Call Centre Helper

It could be the wording that you are using
It may be the language that you are using.

Legal companies are not know for their empathy, so your wording , while technically correct could be causing some upset.

https://www.callcentrehelper.com/sorry-for-the-inconvenience-offer-genuine-apology-152816.htm

Want to add a comment?

Not found what you were looking for?

1. Try searching through our site.
2. Still not got an answer?

Why not ask the Call Centre Helper Community? Click here to ask your question