Mind your language…
A skillful use of language could be all it takes to calm almost any situation. In a recent blog we looked at ways to deal with an angry customer on the phone, in this article we’ll explore some of the language and phrases you can employ to help you on your way.
Understanding your customer
The Aggressor –
No kind of explanation is going to do for someone who greets you with aggression. They’re unlikely to give you much opportunity to speak or make your point. The most important approach is to not match them with aggression. There is also a likelihood of some choice language too and whilst you should obviously not enter into this, neither should you stand for it. Some useful responses might include:
- I understand your concerns but I cannot tolerate the kind of language you are using…
- I’m going to do my best to help you…
- Perhaps it might be better for you to contact us with your grievance by email or post…
The VIP –
Usually, the VIP is really too busy and important to complain at all but still feels the need to anyway. The VIP expects a swift and concise resolution as well as being treated as a priority. In truth no single complainant should be any more important than another, assuming similar levels of complaint are being received, but the VIP doesn’t need to know that! You might try some of the following replies:
- I’m so sorry for the inconvenience you’ve been caused…
- What I’m going to do right now is….
- I will action this immediately…
The Serial Complainer –
There are certain types of people who will find something, anything, to complain about. Whatever it may be they require the same high level of customer attention that anyone else would receive. Your best bet is to try and deal with everything the serial complainer may have issue with all at once in an attempt to cut down the amount of time you may have to spend talking to them. Some stock uses of language might include:
- Thank you so much for letting us know about this…
- Let me see how I can fix this for you right away…
- As a solution, may I suggest..?
The Know All –
The know all not only has a grievance but also knows exactly what you need to do to put it right. Even if they don’t actually know how to put things right, they do, if you know what I mean! A good way to deal with the know all is to feed their ego a little, however hard it may be to swallow. Phrases that may be useful include:
- It’s refreshing to speak to someone who knows what they’re talking about…
- Thank you for being so specific about your issue…
- Ok, I’m going to follow your lead and the first thing I’m going to do is…
Over time you’ll learn to identify the different types of caller almost from the moment they begin to speak. Once you know what you’re dealing with, you’re ready to put your plan into action. Occasionally it may seem that you’re the one giving a little ground or even eating a slice of humble pie, but the truth is, you’re the one in control, directing the conversation and outcome towards its satisfactory resolution.
Your call recording system can also be a great tool for honing your skills. Replay conversations that you think went well as much as those that perhaps need a little work. Understanding the things that you do well is as important as identifying areas for improvement.
If you’d like to find out more about call recording or call logging software please don’t hesitate to give us a call; we’d be happy to tell you everything we know – which happens to be rather a lot! Drop us a line on 0333 0022 440, or contact us. We’re here ready to help.