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?