What makes challenging callers so darn challenging?

Many times the real reason that caller is hard to handle is because they intimidate us or make us nervous. 

Why? Because they yell, talk fast, use demanding language or use our trigger words i.e.  “you people!”
 
Tip: Act like you can handle it and you can!
 
Try;
Standing up as they talk.  Standing is a more powerful pose than sitting.  It will make you feel more confident.
 
Saying something to yourself as they talk.  “I got this!”
 
Remembering that you have the ability to help. You’ve helped many callers before so focus on listening to determine the facts.  Writing down the details of their story can help keep your thoughts focused on those facts.
 
Basking in your success.  After the call has been completed, take a moment to congratulate yourself and appreciate what you did well.

Relax...then relate

If you are relaxed, you will relate to people in an effective and powerful fashion and put your customer at ease.

If you are not relaxed, you might miss the opportunity to make a human connection.

Why does that matter? Top notch customer service is all about the human connection.

Try this: When you answer the phone, place a hand on your shoulder. If you feel your shoulder rise (perhaps due to the caller’s tone, words or question), this means you are getting tense. Take a moment to relax. Breathe and re- mind your awesome-self that you can do it!

The quieter you become, the more you are able to hear. 

Keep it short, keep it simple and add some fun!

Your greeting sets the tone for the conversation and is one of the most important parts of your job. To make it great...

• Keep it short, so you can get to the point and answer their question.

• Keep it simple, so they can understand how easy it is to do business with you.

• Have some fun, so your tone sounds upbeat and you set your com- pany apart from the competition.

Try this: The typical greeting includes your name, location and welcoming words. Why not mix up the welcoming words you use?

Good Morning, Awesome Company billing, this is Ally.

It’s a great day at Awesome Company, this is Sally.

Thank you for calling Awesome Company, this is Wally. 

What do you say when you answer the phone?