Dealing with difficult customers

Dealing with difficult customers

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In general, customers are pleasant people who contact customer service in hopes of resolving an outstanding issue.  If all goes well, the issue is addressed in a satisfactory manner and the customer goes about his or her business without giving the interaction a second thought.  However, too often the initial phone call is just the beginning of what would become a protracted and frustrating series of events.

In situations where an apparently simple matter evolves into a trying ordeal involving dozens of call center personnel, one can easily understand why a mild mannered customer can become a fire spitting swearing machine.

It is not that customers are as hostile as reps may paint them to be, but rather the fact that everyone has a limit for accepting ineptitude and disorder.  Of course, some people's tolerance of difficulties may be extremely low, but this is not the case with most people.

When customers call for the sixth time, to pick a low number, to address an issue that a previous rep said was resolved, you can be assured that kind words won't be used in the conversation.  As a matter of fact, the customer will probably use his/her entire repertoire of curse words to illustrate the level of frustration being felt.

So what's a rep to do?  Well, avoiding the entire interaction by involving a supervisor would be a good choice.  In this situation, the company and all of its employees have lost all credibility.  There is nothing that a rep, regardless of the level of empowerment, can do to salvage such a situation.  Even if the supervisor is simply going to say what the rep would have said, given the chance, the words will somehow seem more valid coming from someone "in management".

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REFERENCE: CARTOON # 49