Business

View original article here!

It happens to everyone at some point in time. You find yourself picking up the phone and having to confront someone on the other line who is…disgruntled? They’re not happy and seem to have complaints about everything, no matter how unwarranted they are. They’re rude, barely let you get a word in, and seem impossible to please. Now what? Here are some helpful tips from our very own virtual receptionists.

1.) No matter what the circumstances are, always offer an apology. You’d be surprised how far it might go. A little “I’m so sorry that there was a misunderstanding” or “I apologize for any confusion” goes a long way. Who knows? It might cool your caller down a little bit.

2.) Let them know that they’re in charge and that you’re there to make sure they’re happy. Don’t tell; ask. Instead of “I need your name,” try “May I ask for your name, please?” The customer comes first and you wouldn’t want them thinking they’re in the wrong!

3.) Don’t forget your manners. “Please” and “Thank you” are absolutely vital and let the customer know that you want to make things right. On that same note, don’t leave them hanging! If they offer thanks to you, make sure you acknowledge it with “You’re welcome,” “My pleasure,” or something of that nature.

4.) Try smiling while you talk. Even if you’re not exactly happy with the situation, a person can always hear a smile in your voice. If you’re speaking with a pleasant tone, it might just lower their stress level too.

5.) What if they ask to speak with a supervisor? In this scenario, the best thing to try is to tell them that your supervisor isn’t available at the moment but that you’re happy to help them with whatever they need. If they still insist on talking to your superior, let them know that he/she will return their call. (You wouldn’t want to spring this kind of caller on your boss out of nowhere!)

An unsatisfied caller is bound to pop up here and there. It’s the nature of the beast; but try not to fret. By utilizing these simple tips, you might just turn a nerve-wracking conversation into a happier one. Your customers (even the snippy ones) are human beings too. They just want your help.

Front Office Staff can assist with you with your customers, Call Us Today to see how.