"Hello, Good Morning, how can I help you today?" and your client begins shouting at you. This situation is very common for people who work in sales field. This article explains some tips about how to attend phone calls from angry clients; note the following recommendations, maybe they can help you.
Sometimes the people are not prepared for attending an angry client. Most of the calls that a sales person receives, s/he does not know why the customer is upset. Why do people get angry? Human emotions are complicated, and anger is no exception. It can come from a number of situations.
Psychologists say there are five different types of anger. The first one is the Righteous anger, in this case people get angry because they think they are right, and they have been treated badly. The anger expressed is just a kind of resentment. The second type of anger is the Smokescreen anger. People in this case are angry but not about something that infuriates them; people show anger because they are frightened about something. The third type of anger is the Manipulative anger; in this case, people learn that they can obtain things by scaring others with anger. The displaced anger is the fourth kind. In this situation, people displace their anger with someone they can, generally is someone who is more vulnerable or simply available. Most of the times the customers blame the person who attends the call for the actions of the entire company. The last kind of anger is the Built-up anger. In this case, people let little problems build up and small situations set them off.
But, what is the correct way to handle an angry client? Sometimes people become intimidated by anger, but others get angry in response to the anger. For those cases it is important to listen and show to the other person that you are listening. It is recommended to say things like "I heard you", or "I understand you", and do not start defending yourself, but listen passively to the client instead. You do not have to take personally the client's problems, but take their complaints seriously, and let the customer finish the conversation; do no try to interrupt the person. It is also very important to show respect them and remain very calm. If you are polite, it makes it clear that you can control yourself. You have to discover the root of the problem, and always while the customers is talking, take note about what the problem is, how it will affect your company, or it will affect you personally.
Remember to listen and show respect to the other person. These are the most essential elements for an effective customer service.