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While they say that "the customer is always right”, they may not always be easy to deal with. Skillful use of language is very important, especially if the customer is irate (angry).
Tricky customers are everywhere, and you should expect to encounter them in most professional situations. It seems that when you knock one down, another one pops back up! Make them feel understood, show empathy, and above all, remain calm and professional.
Let’s say a customer makes a call to a call centre or helpdesk. They keep getting passed around from agent to agent without anyone dealing with their issue. Eventually, the customer begins to feel irritated and when they eventually get to an agent looking to rectify the situation, they’re aggravated, and just about ready to bite your head off: “Do you know how many times I’ve been passed around on this call? I’m sick of this!”
Let’s have a look at the type of language we could use to alleviate the situation.
Why not try…?
Well, you’re on to me now. I’ll deal with it.
Thankfully, I’ve taken the call.
I haven’t passed you around at all.
I apologise on behalf of my colleagues who passed your call on.
Do you want me to deal with this or not?
Firstly, I’m sorry you’ve been messed around.
It doesn’t matter how many times you’ve had to explain. You need to tell the story to me now.
I’m really sorry about this, but can I ask you to explain the situation to me? This will be the last time.
Whatever. What happened?
I want you to know that I’ll be doing everything I can to resolve this for you.
Can you find a common denominator in all of the suggested answers?