September Focus on Customer Service

Handling an irate caller well requires careful tactics: Never hang up on them, put them on hold for eternity or bounce them around from staff member to staff member. Ask them to speak slowly so that you can fully understand and process their concerns. Use active listening skills. Focus all attention on what they are saying and show empathy. (Even if you are on the telephone they can feel your reactions.) When communicating with them, be mindful of your tone and rate of speech. Finally, follow-up with them to make sure they are pleased with the resolution.