by Linda L Kinyon

Created on: July 21, 2009

Customer service call centers are known far and wide for their high employment turnover rates. It doesn't have to be this way. With a few easy techniques, you can keep your sanity and your job.

The Customer is always right, right? Wrong! But you don't have to tell them that. Most unruly customers just want to be heard. They have purchased a product and it isn't working to their satisfaction. "What are you going to do about it?" is generally the first thing they want to know.

First, make sure you are both talking about the same product. Ask them to give you as much information and detail (such as model numbers and serial numbers) as they can. Often clarifying that you are talking about the same product will go far in resolving said issue.

If the product is not doing what the customer thinks it should be doing, make sure you understand what the customer expects from his or her product. Often in fine print the exact information they are seeking is clearly stated.

Be patient with the unruly customer. You may be having a bad day, but they may also have other extenuating factors affecting their temperament. Be apologetic and make statements like, "I'm so sorry you are having such a frustrating problem with our product" and "Let me see how we can assist you with this problem". Positive statements like this often make the customer feel like they are making progress.

Allow the unruly customer to speak complete sentences and feel heard. Sometimes in the course of their explaining the problem or situation, they will inadvertently answer their own questions.

Express a concern over their dissatisfaction. Make every effort to make amends for the company for their dissatisfaction. Can the product be replaced? Would you like us to send a service representative out to help you connect your new product? Give the customer as many choices as possible and make it sound like they are making the decision. Sometimes re wording replacement with the word exchange will make the customer feel more of a winner. They may not want a "replacement" but they are more than willing to "exchange" said product. Its funny how that simple word change works, but it sometimes will.

If they ask to speak to a supervisor, tell them you would be happy to connect them with a supervisor. Apologize that you were unable to assist them and transfer them as soon as your company protocol allows.

Above all remember that this is not an attack on you and that no matter how unruly a customer is, its all in a days work. Leave your frustration with customers at your office desk locked in a drawer when you go home and enjoy your life after work.

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