Ever got stuck with angry customers? Really, it does not come as a surprise. It is a part of your business to deal with angry customers. Even in the telemarketing business, there will always be clients and prospects that will not be happy with the products or services that you deliver. It is your job to soothe their ruffled feathers and continue on with your sales leads generation work.
But how will you do that? It is a question that has certainly affected many involved in the appointment setting business. But the question is: can you actually do that? There are plenty of ways to do that. The secret here is to follow these simple steps. You can do it, and you will be able to save the deals you have made.
1. It is not personal- remember, when clients complain, they are not complaining about you. They are complaining about the service or product that your company provided them. Knowing that will make it more bearable to handle dissatisfied customers (not to mention getting into the mindset of saving sales leads fast).
2. Do not let the anger rule you- if you are talking to someone who is angry on the phone, you have to keep calm and not get carried away by the emotions. This will help you function better and ensure that the situation will no longer escalate.
3. Ensure a level of civility from the other end of the phone- you are there to help them iron out concerns, not to be a sponge of their litany of insults and ridicule. As much as possible, ask them in the most polite manner to be more civilized, since you are going to work with them on the problem. You are a professional too, remember that. You should also be treated right.
4. End the call when insults persist – in any transaction, maintaining a level of professionalism on both sides is a must. Now, after asking the client to be more civil, but the mud throwing still persists, then that is the time to end the call.
5. Apologize once things have calmed down- after the caller’s tone have quieted down and has a cooler head, of course that is the time for you to apologize for whatever failure in service that they experienced. Assure them that you are there to help them and that you will work on this together.