Call Center Management Featured Article
Training for Upset Customers
The job of a call center agent is never an easy one. In addition to being under constant pressure to perform optimally call after call, add to the mix customers that are calling with a problem or already frustrated, and it makes handling the situations properly very important. For both the sanity of the agent and for the reputation of the company.
A recent LA Times article spotlights just how intense some of these situations can get in industries like air travel where customers are trying to get accommodations booked and often times with a very specific agenda already in mind.
According to the piece, call center agents for airlines said getting verbal threats from callers and even in-person altercations is sometimes the reality. These can be fueled by things like long lines, high fees and even alcohol consumption.
What can you do as a call center manager to help agents under your management feel better about their job and support travels with care?
Start with training.
In addition to being the law, proper training for the airlines customer service agents includes training them to deliver the necessary services.
The key is to teach agents the steps they should be taking in heightened situations to quickly diffuse it.
Here are some of the top points to consider when it comes to training agents to handle difficult customers.
Train Agents to Listen
?One of the best ways to keep a situation from becoming intense is to lessen the chances of one occurring at all. Agents should be trained to allow the customers to fully speak and explain their situation before they begin trying to assist. No one likes to be cut off or that their not being heard and talking over customers can lead to unnecessary tensions.
Offer one-on-one Evaluations
?If there are any area that require polishing or could benefit from improvement, it’s important to make that adjustment in an one-on-one session. By targeting those agents needing assistance directly and working with them in a direct way, you can positively impact how they handle customers in the future.
Consider Specialized Training
Call centers dealing with customers who are making travel arrangements are a specific and specialized industry. Training them with the same basic rules as a call center that takes orders for an online retail store are very different. It’s important to use specialized training that addresses the pain points in your specific industry.
Edited by Maurice Nagle