Casual Articles - Handling Telephone Abuse

Problem is, people are animals. I'm not referring in any evolutionary sense -just the behavioral. Once an animal senses you are afraid of it, it's likely to attack you. Angry people on the phone are pretty much the same:

Customer: "YOU PEOPLE ARE *&$#@@#!! I DON'T BELIEVE YOU DID THIS!" (Here the caller's testing the water, to see whether the listener's afraid or not?)

Customer Service Rep: 'Oh, Oh, I'm sorry, oh..umm..hmm..sir...ummm, I'm sorry' (Voice trembling with fear. Guess what? Green light - Attack me!)

"YOU'RE SORRY!? I DON'T WANT YOU TO BE SORRY! I WANT YOU TO FIX THIS &^$%^%&^ PROBLEM!" (Attack mode!)

Hmm, sound familiar?

If this has happened to you I bet you felt really insulted by the put-down. Probably so spooked that every time the phone rings now, you're haunted by the memory of that call. On the other hand, you may have argued back and thought to yourself "HA! I showed him! No way is someone going to talk to me like that!"

And it made you feel a whole lot better right? And the customer never buys from you again and tells 10 others how much you suck. So - Wrong!

Here are some handy tips on how to handle phone abuse and turn the caller into a loyal customer. Customers who have their complaints solved quickly and satisfactorily, are more likely to become loyal than ones who didn't

1. Realize the anger is not directed at you, personally. I've seen people literally in tears because customers yelled abuse. They were angry with the situation they faced and were coming to you for a solution. They didn't call to abuse you. They don't know you! They called you for a solution. Don't take it personally.

2. DON'T dispute the claim; DON'T re-direct the blame - When the customer is charged and yelling, stay silent. Or verbally "nod", by giving an "uh-huh", "OK", "right", "I see", or some such, whenever they reach the end of their sentence.

3. Don't talk over them! LISTEN. This lets them pour out all their negative thoughts and they soon realize that yelling isn't going to work. Don't say "No, I don't think so, you must have your account confused, our systems simply don't do that". You'll add fuel to the fire by doing this and they'll end up shouting "YOU'RE CALLING ME A LIAR NOW?!!?".

And don't blame someone else - or another department in the company - for the mistake. "Oh gosh, I'm sorry, must be accounting again, they haven't gotten anything right all year".

This makes you and your company look unprofessional and incompetent. LISTEN to the customers problem.

If they continue to yell and scream, using bad language, and so forth, don't say: "LOOK IM NOT TAKING THIS!" and hang up. No. Online Job Search – Good Manners Get You Hired Fast
Certain digital protocols influence the outcome of a modern job search. Since the exchange of vital hiring information is often performed using online and other digital communication devices, it’s more important today than ever before that a serious job seeker use good digital manners – known as ‘netiquette’ – to adhere to the norms of courtesy that have become expected by employers and other workers who routinely process many job seekers.Good manners are almost always appreciated, especially in the faceless world of digital communication. As you conduct your job search in the digital realm, it's important to begin and end each communication with polite good mannelistener's afraid or not?)

Customer Service Rep: 'Oh, Oh, I'm sorry, oh..umm..hmm..sir...ummm, I'm sorry' (Voice trembling with fear. Guess what? Green light - Attack me!)

"YOU'RE SORRY!? I DON'T WANT YOU TO BE SORRY! I WANT YOU TO FIX THIS &^$%^%&^ PROBLEM!" (Attack mode!)

Hmm, sound familiar?

If this has happened to you I bet you felt really insulted by the put-down. Probably so spooked that every time the phone rings now, you're haunted by the memory of that call. On the other hand, you may have argued back and thought to yourself "HA! I showed him! No way is someone going to talk to me like that!"

And it made you feel a whole lot better right? And the customer never buys from you again and tells 10 others how much you suck. So - Wrong!

Here are some handy tips on how to handle phone abuse and turn the caller into a loyal customer. Customers who have their complaints solved quickly and satisfactorily, are more likely to become loyal than ones who didn't

1. Realize the anger is not directed at you, personally. I've seen people literally in tears because customers yelled abuse. They were angry with the situation they faced and were coming to you for a solution. They didn't call to abuse you. They don't know you! They called you for a solution. Don't take it personally.

2. DON'T dispute the claim; DON'T re-direct the blame - When the customer is charged and yelling, stay silent. Or verbally "nod", by giving an "uh-huh", "OK", "right", "I see", or some such, whenever they reach the end of their sentence.

3. Don't talk over them! LISTEN. This lets them pour out all their negative thoughts and they soon realize that yelling isn't going to work. Don't say "No, I don't think so, you must have your account confused, our systems simply don't do that". You'll add fuel to the fire by doing this and they'll end up shouting "YOU'RE CALLING ME A LIAR NOW?!!?".

And don't blame someone else - or another department in the company - for the mistake. "Oh gosh, I'm sorry, must be accounting again, they haven't gotten anything right all year".

This makes you and your company look unprofessional and incompetent. LISTEN to the customers problem.

If they continue to yell and scream, using bad language, and so forth, don't say: "LOOK IM NOT TAKING THIS!" and hang up. No. 12 Phrases That Payses for the Phone
If you control language, you control thought. If you control thought, you control conversation. If you control conversation, you control outcomes.Here’s a sample of several Phrases That Payses to use during your phone conversations. NOTE: I suggest writing them on sticky notes to post above your phone:1. You don’t know me, but. Be honest. Don’t pretend to be someone’s best friend, especially the gatekeeper. When you call, help someone know right away that you are calling as a stranger who hopes to become a friend.2. Consider it done! Three simple words and your customer is already thinking about a positive future. It’s confidentis someone going to talk to me like that!"

And it made you feel a whole lot better right? And the customer never buys from you again and tells 10 others how much you suck. So - Wrong!

Here are some handy tips on how to handle phone abuse and turn the caller into a loyal customer. Customers who have their complaints solved quickly and satisfactorily, are more likely to become loyal than ones who didn't

1. Realize the anger is not directed at you, personally. I've seen people literally in tears because customers yelled abuse. They were angry with the situation they faced and were coming to you for a solution. They didn't call to abuse you. They don't know you! They called you for a solution. Don't take it personally.

2. DON'T dispute the claim; DON'T re-direct the blame - When the customer is charged and yelling, stay silent. Or verbally "nod", by giving an "uh-huh", "OK", "right", "I see", or some such, whenever they reach the end of their sentence.

3. Don't talk over them! LISTEN. This lets them pour out all their negative thoughts and they soon realize that yelling isn't going to work. Don't say "No, I don't think so, you must have your account confused, our systems simply don't do that". You'll add fuel to the fire by doing this and they'll end up shouting "YOU'RE CALLING ME A LIAR NOW?!!?".

And don't blame someone else - or another department in the company - for the mistake. "Oh gosh, I'm sorry, must be accounting again, they haven't gotten anything right all year".

This makes you and your company look unprofessional and incompetent. LISTEN to the customers problem.

If they continue to yell and scream, using bad language, and so forth, don't say: "LOOK IM NOT TAKING THIS!" and hang up. No. Internet Governance: A Disputed Domain
The world of internet is excruciatingly more complex than we can imagine. Net surfing, internet-aided messaging, and transactions appear very easy, but the rigors and complexities behind how the internet runs are hidden and unknown to most of us.In an attempt to systematize internet governance, former US President Bill Clinton established the Internet Corporation for Assigned Names and Numbers (ICANN)in the 1990s. ICANN is a very technical body mandated with ensuring that the net function in a stable and secure manner by managing the net's domain name system. It is the organization responsible for designating domain names like .com, .net, and .org.In 2d and were coming to you for a solution. They didn't call to abuse you. They don't know you! They called you for a solution. Don't take it personally.

2. DON'T dispute the claim; DON'T re-direct the blame - When the customer is charged and yelling, stay silent. Or verbally "nod", by giving an "uh-huh", "OK", "right", "I see", or some such, whenever they reach the end of their sentence.

3. Don't talk over them! LISTEN. This lets them pour out all their negative thoughts and they soon realize that yelling isn't going to work. Don't say "No, I don't think so, you must have your account confused, our systems simply don't do that". You'll add fuel to the fire by doing this and they'll end up shouting "YOU'RE CALLING ME A LIAR NOW?!!?".

And don't blame someone else - or another department in the company - for the mistake. "Oh gosh, I'm sorry, must be accounting again, they haven't gotten anything right all year".

This makes you and your company look unprofessional and incompetent. LISTEN to the customers problem.

If they continue to yell and scream, using bad language, and so forth, don't say: "LOOK IM NOT TAKING THIS!" and hang up. No. Conflicts With Your Boss Are Inevitable, But Can Be Healthy
If you are a pro-active, get-things-done type, sooner or later you will come in conflict with your boss. The same sort of assertiveness and confidence that leads you to have a mind of your own has helped him to earn his position.Another reality is that if you do not have some periodic disagreements with your supervisors you are probably not being as assertive as you should be in moving your career ahead.These conflicts can prove to be hazardous to the health of your career if they are not handled with common sense, says Ramon Greenwood, senior career counselor, www.CommonSenseAtWork.com>No one enjoys conflict, especially with the boss. your account confused, our systems simply don't do that". You'll add fuel to the fire by doing this and they'll end up shouting "YOU'RE CALLING ME A LIAR NOW?!!?".

And don't blame someone else - or another department in the company - for the mistake. "Oh gosh, I'm sorry, must be accounting again, they haven't gotten anything right all year".

This makes you and your company look unprofessional and incompetent. LISTEN to the customers problem.

If they continue to yell and scream, using bad language, and so forth, don't say: "LOOK IM NOT TAKING THIS!" and hang up. No.

"Hmm, Mr. Taylor, I really would like to help you. I think it would be a good idea if we talked about this when we've BOTH cooled down". This takes the focus off his behavior.

4. Once you've clearly understood the problem, repeat it back to them in their own words. Write down what they say and underline what's relevant to the situation. Something like this, perhaps:

"OK, Mr. Taylor, I want to make sure I’ve understood you correctly and please correct me if I'm wrong. OK, so what we need to work out is why your account balance is missing a $4000 payment you made last month (their own words), right?"

5. Once the customer agrees with you (you should always ask questions that get a YES response), empathize with them. Not sympathize, EMPATHIZE.

I've heard some pretty pathetic examples of this! People whom you know (just from their tone of voice) don't give a damn about your problem.

You can just picture them chewing on a toothpick with their feet up on the desk and surfing the Internet while you're talking! Then all of a sudden they say "Oh, that's terrible isn't it?" Its insulting.

Instead, comfort them by letting them know what they're feeling is absolutely normal.

"Mr. Taylor, you have every right to raise this issue with us. (avoid using 'complaint' or 'problem'). And I know very well I would feel the same way if this happened to me. That's why I insist on fixing this." (insist is powerful - you won't stop until its done).

If the problem can be fixed there and then, tell them right away. And don't just hang up. Finish with a: "Thank you so much Mr. Taylor, is there anything else I may help you with?"

6. If you need time to look into the problem, tell them just that. Under promise and over deliver. If it takes 30 mins to fix, tell them you'll get back to them in an hour. Then call them in 30 minutes. Better that, than the opposite. Follow up. After a few days, either send them a letter or call them to ensure they are 100% satisfied.

FINALLY: ALWAYS hang up last. How many times did you suddenly remember a question you wanted to ask and got as far as the:

"Oh! Hello, are you there...?" just as... "Click" ...... the phone hangs up. Make sure they're finished. Follow these quick tips and watch your complaint levels drop. You will also be surprised how many pe

HTTP = HTML link (for blogs, profiles,phorums):
<a href="http://www.casualarticles.com/article/15362/casualarticles-Handling-Telephone-Abuse.html">Handling Telephone Abuse</a>

BB link (for phorums):
[url=http://www.casualarticles.com/article/15362/casualarticles-Handling-Telephone-Abuse.html]Handling Telephone Abuse[/url]

Related Articles:

Website Localization Service

The Internet is a rapidly expanding phenomenon, with hundreds of websites being put up every day. It seldom knows any physical or political barriers. Due to the presence of the Internet becoming a common feature in most homes, constant efforts are made to improve website access and navigation.

Five Reasons for Fundraising Failures

A fundraiser if done incorrectly can have a strong negative effect, and may even end up costing the organization money rather than making it money. To keep your fundraising efforts on track, and prevent your fundraising efforts from becoming fundraising failures consider the following five common mistakes made during fundraising.

Six Power Secrets of Getting Hired and Promoted - Part 3

Many people who work for a living continue to do so without a college degree. Many of these same people believe that they will never be able to generate a $100,000-a-year income without at least a bachelor’s degree in hand. Nothing could be further from the truth. They need to know what acquired trait they could develop that could lead them to a $100,000-a-year income without a bachelor’s degree.

Bookmark it: