Mean Anonymous caller....What to say??

Question

Lets pretend that you have received a phone call from a very angry customer, Mrs.Anonymous. She is yelling and screaming because the company's latest electrontic, which she purchased six months ago, has quit working right in the middle of a very important project. She insists that you take care of this matter at once. You, on the other hand, only began working for the company last month. Mrs. Anonymous won't let you get a word in. She just keeps screaming about telling all the clients at that Company is the worst company in the world.

How should I professionally handle this on the phone? Then can you help me write a new script for this interaction, using the elements of good customer service techniques.

Answer 1

say that you are very sorry and that you just started working there and say that you will talk to your boss

Answer 2

Simple: All u gotta do is say "Excuse me ma'm, I understand that you are upset due to a malfunction with the product, but I started working here only a month ago so I cant help you as much as I should, so since I want you to get the BEST help for your problem (yes, emphasis the word "best" cuz that way you will sound like the hero in the bad story) ...BEST help for your problem, I will transfer you to our supervisor/manager and she/he can help you adequately. Once again, Im sorry for the inconvienience, please hold..."

and go get ur manager/supervisor  on the line. Or if ur manager/supervisor isnt there, give the customer a phone number that she can call to reach the manager or if not tell her to call back on so and so day when the manager will be in. OR get the customer's umber and when u see your manager, first thing u do is explain to her the problem and have her call the customer ASAP.

Yea, im a pro at this by now...soooooooooo many b.i.t ch.y. customers (pardon my french) all the time, u gotta make the best out of the worst situation. =) Good luck to ya!!!!

Answer 3

The best way to handle an angry customer, whether it is over the phone or face to face, is to L.A.S.T. I'll explain:

L= Listen (Let Mrs Anonymous vent, trying to get a word in only adds fuel to the fire. Let her get it all out.)

A= Apologize (Sincerely, that is. Even though it is not your fault, this is what she WANTS to hear. She needs to hear some sympathy in your voice.)

S= Solve (Even though you have only been at the company 1 month, let her know what you can do to help/solve the problem. If you don't know, let her know you will find out and get back to her ASAP.)

T= Thank (By now she should be calmed down, maybe, if not, thank her anyway.)

I have used this tactic for many many years and have found it very successful. Once people realize that you are listening and that you DO care, they quit treating you like the whole dang thing is all of your fault. You many even get a "thank you" from her before you hang up the phone.

Good luck!