Quick Answer: How Do You Calm Down A Customer Over The Phone?

How can I be a good customer service representative?

Here are the top customer service skills your representatives need, according to data.Persuasive Speaking Skills.

Think of the most persuasive speaker in your organization.

Empathy.

Adaptability.

Ability to Use Positive Language.

Clear Communication Skills.

Self-Control.

Taking Responsibility.

Patience.More items….

How do you talk to customer service?

This allows each member to maintain their unique voice without sounding like they’re talking from a script.Think of tone on a spectrum. … Use positive language. … Be brief but not brusque. … Reply in a timely manner. … Always use your customer’s name. … Talk their talk. … Be careful with jokes. … Create a support style guide.More items…

How do you handle a customer complaint over the phone?

How to Deal with Customer Complaints by TelephoneListen Actively. Customer service representatives can compensate for some of the drawbacks of telephone communication by using vocal cues to assure the customer that they are listening. … Avoid Clichés. … Pay Attention to Tone. … Provide Solutions.

How do you interact with customers over the phone?

How to interact with customers on the phoneInform the customer if they’re being recorded. If calls are recorded by your system, you most likely are required to inform the caller of this. … Repeat to clarify. … Communicate hold time. … Mirror your customer’s tone. … Smile, literally. … Reflect and validate. … Acknowledge the problem. … Be patient, give the customer time.More items…•

How do you handle a difficult call?

10 strategies for dealing with difficult customersFirst and foremost, listen. … Build rapport through empathy. … Lower your voice. … Respond as if all your customers are watching. … Know when to give in. … Stay calm. … Don’t take it personally. … Remember that you’re interacting with a human.More items…•

What do you say to a rude customer?

Strategies for Handling Rude CustomersStay Calm, Don’t React. The first thing to do is to remain calm and not respond in kind. … Don’t Take It Personally. Chances are, your customer is angry about a bad product or service, and you’re just the unfortunate target for their frustration. … Listen and, If Appropriate, Apologize.

How can I talk better on the phone?

Before You CallDo some tactical breathing to calm your nerves. … Create a “script” of what you want to say. … Rehearse. … Call someone you’re comfortable speaking to on the phone first. … Walk around and make gestures. … Smile. … Look in the mirror as you talk. … Practice.

How do you talk professionally on the phone?

10 tips for answering and handling calls professionallyPromptly answer calls.Be warm and welcoming.Introduce yourself and your business.Speak clearly.Do not use slang or buzz words.Ask before you put people on hold.Don’t just put calls through.Be prepared for your calls.More items…•

How do you handle customer complaints examples?

How to Handle Customer ComplaintsStay calm. When a customer presents you with a complaint, keep in mind that the issue is not personal; he or she is not attacking you directly but rather the situation at hand. … Listen well. Let the irate customer blow off steam. … Acknowledge the problem. … Get the facts. … Offer a solution.

How do you calm down an angry customer over the phone?

Here are a few tips to try:Focus on using an even tone while you speak. Using an agitated or angry tone will simply infuriate the caller even more.Remember that the customer isn’t angry at you. … Put yourself in their shoes. … Take a few deep breaths to calm your nerves while the caller is talking.

How do you handle aggressive customers?

5 Tips for Dealing with Aggressive CustomersStay Cool & Don’t Take it Personally.Use your best listening skills: Assure them you care.Express Empathy: Put yourself in their shoes.Apologize Gracefully.Perform quickly: Respond to their problems proactively.

How do you handle angry customers?

How to Deal with Angry CustomersRemain calm.Practice active listening.Repeat back what your customers say.Thank them for bringing the issue to your attention.Explain the steps you’ll take to solve the problem.Set a time to follow-up with them, if needed.Be sincere.Highlight the case’s priority.