Oh Curses!

  

early every Answering Service, Contact Center or Call Center has rules about the use of bad language, foul words, swearing or inappropriate language. For those of us who work in these kinds of customer-oriented businesses the rule is NEVER! And we know it. WE can never overstep the bounds of decency and empathy. WE must have self-control at all times, because we are representing other companies besides our own.

But what about the times when the callers we deal with are out of control? That is where our individual company policies come in. Some bosses will take the hard line, absolutely no profanity, etc., agents should simply hang up on the caller. Others will take a softer approach, “if a customer wants to curse, then they should be able to do so.” For some individuals that is their normal manner of speaking, and we need to be able to deal with it. In some cases, you have to take a deep breath and move on. We have callers who are generally disgruntled or angry about an inferior product, and unfulfilled promise or a billing error (nothing makes us angrier than money and being billed incorrectly – and never in our favor.) When we are unfortunate to have a caller with these kinds of problems it may pay to “give a little.” Allowing the caller to misbehave a bit shows you are trying to understand their grievance rather than showing off your “curse policing” skills. Once the issue is explained and then understood, you will find ways to work together in the interest of solving the problem.

The agent who virtually crosses their arms and steps back, drawing a line between what is acceptable to them and what is not, will find themselves with even more angry customers and less sympathy from their boss. Those who can tune out the rhetoric and concentrate on making things better will become a real asset to their company. Easy to say, not so easy to do.

When a caller is out of control, asking questions can be very helpful. The caller will often concentrate on the logical steps that have been taken, and what needs to come next. It also shows the caller that you are taking their call seriously and that you understand the importance of a follow up. Confirming the information back to the caller as they speak shows active listening. Which is what the caller wants - someone to listen to them.

Demanding callers are usually at their wit’s end. If you can say, “I really want to help you.” “I wish I could … reach Mr. Jones immediately … What I can do it send a message to the property manager and let him know you have called several times with no reply.” Thereby escalating the incident. “I wish I could” shows empathy and puts you on the same side as the caller and then together you can work to solve the issue.

 

Three great phrases:

“I really want to help you.”

“I wish I could…”

“What I CAN do is…”

 

We all have heard that the caller is angry with the situation NOT the person they are speaking with, but that doesn’t make it any easier. The best way to push through it is to REALLY listen to the words around the curses, the situation and the frustration are what is important. When callers yell, you should speak more quietly, don’t raise your voice to compete with them, lower your volume so that you are speaking in a normal tone of voice, they will have to listen to hear what you are saying, and that will help calm the situation. No matter what, when you have a difficult call, remember they are not the norm. Most of our callers are very nice and grateful for your help.