Wikipedia defines Customer Services as "activities designed to enhance customer satisfaction".

Whether in person or on the phone, customers not only look for satisfaction, they also deserve satisfaction. If this service is not provided, customers go elsewhere for their goods and services.

In a business that provides ONLY customer service, such as a government agency, the customers have little choice but to deal with that entity. Those people deserve the best customer service possible by that entity. In these times, with the economy bottomed out, that service is not only important, it is crucial.

People in need of financial help due to unemployment are not only frustrated; they are scared. Calls to unemployment call centers for financial aid are getting more and more difficult to handle. As new programs are enacted, it has not only become a maze of paperwork for claimants. Some claimants are becoming downright nasty on the phones.

Don't Take It Personally

Most people would hang up on abusive callers. At certain call centers, the workers must realize these people have nowhere else to go. The first thing to remember is that the person is not angry with the worker personally, they are angry at the system and at their situation.

Don't Escalate It

The fastest way to light a fire is to put a match to it. The worker must remember not to say anything that will make the situation worse. Though that is hard to do, holding one's tongue in those situations is important. Anything said back to the person could be taken the wrong way or even lead to disciplinary or legal action.

Do What You Can

Follow procedures either to rectify the situation, or to speed things along. If all the worker can do is to get or give information, the information should be accurate. If there is no immediate solution, the caller must be given assurance it is being handled as quickly as possible, and steps should be taken to insure that it is.

Sympathize

Sometimes all the customer wants is to know that someone understands his or her situation. It's hard to be angry with someone who has been through the same thing.

If All Else Fails

Sometimes, none of the above suggestions works. Some callers just want to rail at anyone who picks up the phone. They think that yelling, screaming, and name-calling will get it done faster. The person should be given a warning that if the abusive behavior does not stop, the call may be disconnected. The realization that they may have to call back and wait for an answer again is enough to cool most tempers. If that still does not work, the call should be taken over by a supervisor or even a manager.

Nasty Calls Are Not The Rule

A person can become gun-shy if they just got off an abusive call. The next ring sounds more like a death knell than a plea for help, but the next caller just may be the one who thanks the worker profusely for a job well done. That's what makes the job worthwhile.

Learn more about this author, Liane Laskoske.
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