Managing Your Emotions with Aggressive Customers

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Managing Your Emotions with Aggressive Customers
I am looking for hints, tips and techniques to handling your emotions whilst on the phone with an aggressive customer.

Thanks

Editor

Call Centre Helper

Answer for Managing Your Emotions with Aggressive Customers

Answer for Managing Your Emotions with Aggressive Customers
Hi, Simon. It's hard not to feel anything when you're faced with aggression. You're human after all. That's why training is so important. I'm not talking about product training or skills training, all call centers need to conduct training on how to get their agents to address issues objectively. 
Jonty is right when he says not to take things personally. Most likely, customers who act aggressively are frustrated about the product, the service, or the company itself and not you as a person. 

Answer For Managing Your Emotions with Aggressive Customers
One of the things that I have learned when I am faced with irate and aggressive customers are:

1. Be calm.
2. Don't let your emotions get the best of you.
3. Never take it too personally.

I know this is hard. However, when you answer them back with aggression, do know that it will only get worse. To understand this a lot better, here is an article that may help you:

https://www.callcentrehelper.com/forum/managing-your-emotions-with-aggressive-customers-100804.htm

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