Working in the technical support department is certainly no walk in the park, especially when they have to talk to not-so-satisfied or irate customers. Oftentimes, the tech support person will hardly be able to get a word in, let alone whole sentences. So if you’re in a job as a tech support person, what can you do to handle these irate customers while learning to listen well, stammer less, and without a sense of dread in anticipation of the caller’s revenge?

A Name Carries a Power Over a Customer

You’ll be surprised how powerful a name carries itself with a customer. There is power when continually using a caller’s name, even if it’s just the first name. For instance, addressing your client with “I’m sorry ma’am” sounds a lot more formal – but a lot less sincere – than “I’m so sorry, Cheryl.” Once you use a name, you’re suddenly speaking with a real person. The caller becomes a real human being with a name, a job, and a life and a legitimate reason behind his or her frustration, rather than a faceless “ma’am.”

Smile While Talking

This is actually stressed in many all-hands training sessions, and is just as oft ignored by many tech support technicians. However, many tech support representative with a calm and friendly demeanor will seem to originate from the fact that they smile when speaking on the phone. And it does make complete sense: Compare greeting a client as you would on the phone and out loud, first with a smile, and then without. Donning a pleasant expression immediately helps your voice convey friendliness and openness. On the other hand, staying straight-faced immediately removes that kindness from your voice. When not smiling, your voice will come out strained. In cases of angry clients, you might have to fake it, but forcing a smile does wonders when it comes to calming someone down.

Connect With Your Caller

You actually need to make some effort on how to directly connect with your caller. No two callers are the same. For example, New Yorkers want to get straight to the point. Southerners, on the other hand, often want to exchange pleasantries and chit-chat a bit before addressing the issue. Beyond geographical personalities, it’s about picking up on the tone, knowledge, and personality of the person you’re talking to. Some customers have high technical knowledge; some need high-level explanations. Some need extra reassurance that things are going to be fixed; others don’t want to waste time unless you can offer a solution on the spot.

Allow the Customer to Vent Out

When faced with a really irate customer, let this caller give you a verbal beating, and smile while listening. Often, callers are looking to release their frustration. It’s not exactly fun to be subject to it, but it’s part of the job. But giving the client full rein over the conversation for the first few minutes helps him or her get out those frustrations, blow off some steam, and eventually, be able to focus on getting to a resolution.

Talking to a dissatisfied caller will never be easy, but by using these techniques to put your customers at ease and show them that you want to help, you’ll get to a resolution much faster.


This entry was posted by Staff Writer on Friday, September 30, 2016 at 5:30:41 AM and is filed under Mixellaneous.

Leave a Response