- Actively listen(suggestion: May want to capitalize the first letter of every word on these points.)
Most people just want to be heard or understood. Actively listen to the caller and figure out what’s bothering them. Show the customer you care about what they are saying and feeling. You can even try to relate and put yourself in their shoes so you can better understand their frustrations. Never use phrases such as “I don’t know,” or “we can’t help,” because the customer will get more frustrated. - Maintain control and keep your coolControl yourself and your actions during the conversation. You are a representative of the company and the customer is seeking help from you. So, if at any point in time things go south, don’t hesitate to tell the customer,“I want to help you, and in fact it would be my pleasure.How can we work together to find a solution?” You need to remain professional and remember that this is not personal.
- It’s not personalThe caller isn’t angry with you. They are upset with the company, product, or service and most likely aren’t concerned with your personal feelings. Do your best to resolve the situation without putting yourself in the middle of it. If you cannot help the caller you can always look for another representative who can. You could also ask to contact the customer momentarily. This will allow you and the customer to get some time to cool off and regroup.
How to Navigate Communications with Rude Callers
George Otte
READ OTHER RELATED ARTICLES
INSIGHTS FROM SATISFIED CLIENTS
JENNIFER ASHNER
Compliance and quality director chartwell home infusion and specialty pharmacy
When Chartwell decided it was necessary to upgrade the answering system to accommodate the increase in calls during non-business hours, because of growth in business, we contacted Responsive Answering Service.
“Their representative met with our clinical management group. She listened intently as we described the current process for handling after hours calls, what our needs were, and what our expectations for a new system would be. She took our needs and wish list back to her developers and designers who came up with a customized system that gets text messages to the on-call staff in a timely and effective manner that allows us to deal with the issues that our patients are trying to get help with.
The timeliness of return calls has improved dramatically, and no calls are dropped or missed. Our customers ratings on ability to reach us after hours has scored 98%! We are extremely pleased with the service and the contribution it has made to an increase in our overall customer satisfaction scores.”
-
Vann HambyHamby Roof RepairThey’ve been taking care of all my business calls for nearly 2 years. While no company can claim perfection in its business practices, Responsive Answering Service is great about correcting issue as they may arise. They are essential to the operations of my business. Customerfor life -
Debra BlackDr. David Markle OfficeWe have used Responsive Answering Service for years and love the service we get. The staff is always so helpful and accommodating. You will not be disappointed.
-
Cindy PerryMarietta DermatologyOur office was using this answering service when I started in 2003. Always very polite and professional. I am now the manager that oversees and providers call schedule, so I work closely with the answering service. Kerry and Joe came to my office on a few occasions to see how things can improve. They listened to our concerns and came up with a plan. What’s important is that Kerry has followed up with me to make sure things continue to run smoothly.
-
Vickie BroadfootClairmont PediatricsWe have used Responsive Answering Service for many – many years and have always been very happy with their service – they are very kind and considerate with our patients and we have never had any complaints.
-
Jenifer AshnerCompliance and Quality Director Chartwell Home Infusion and Specialty PharmacyWhen Chartwell decided it was necessary to upgrade the answering system to accommodate the increase in calls during non-business hours, because of growth in business, we contacted Responsive Answering Service. Their representative, Deb Goff, met with our clinical management group. She listened intently as we described the current process for handling after hours calls, what our needs were, and what our expectations for a new system would be. Deb took our needs and wish list back to her developers and designers who came up with a customized system that gets text messages to the on-call staff in a timely and effective manner that allows us to deal with the issues that our patients are trying to get help with. The timeliness of return calls has improved dramatically, and no calls are dropped or missed. Our customers ratings on ability to reach us after hours has scored 98%! We are extremely pleased with the service and the contribution it has made to an increase in our overall customer satisfaction scores.
-
Melanie M.Senior Practice Manager – Orthopedics Tri-Rivers MusculoskeletalWe have used Responsive Answering Service for many – many years and have always been very happy with their service – they are very kind and considerate with our patients and we have never had any complaints.
Get in touch
We prioritize your needs and are always ready to help. Whether you have questions, require support, or want to share feedback, our dedicated team is here for you.