HANDLING AN ANGRY CALLER IN THE CALL CENTER

This information is very important because provides techniques that help to know how to handle difficult customers, this article is useful if you want to work in a call center or for agents who are in training and have little experience in this industry. To calm the customer in a better way is very important listen with the purpose of being focused to attend customer issues, moreover remain calm is another important aspect to prevent the situation intensifies, and also be empathetic and have the ability to understand customer angry, in addition repeat information to let the customer know that the agent is listening to the problem, furthermore avoid the hold button because angry callers may think a lot of negative reasons of why they are on hold, and finally make the Caller happy to improve customer satisfaction and increase service quality.