Here's how you can navigate challenging conversations with call center agents using confidence.

One thing I found very helpful to me was the fact that I had to allows myself to think logically and make decisions accordingly. A sense of calm offers us strength and resilience amid the chaos of life.

One thing that has been very helpful in my journey is to listen actively. Allow the customer to vent his or her anger. Try not to interrupt them especially for an irate customer. The not so satisfied client calms down naturally especially when they are not interrupted while venting. You can thereafter show empathy by apologising and assuring them that you are on top of the situation and that you will get it resolved as soon as possible.

Empathy is the key to building connections with them. As an advocate, we always tend to listen to their feedback based on their entire experience and somehow it affects them. Which is why we always reassure them about how we do to help them out and even gain more trust in the business.

Efectivamente, ser empático (en cualquier situación) es un punto ya a favor de poder resolver las actividades de una manera más tranquila y dejando saber a nuestro interlocutor que estamos interesados en hallar una buena solución para todas las partes involucradas. Ser empático, allana el camino para un mejor entendimiento. Si tú labor es supervisoria en un Call Center, uno de mis mejores consejos es ese; dar la mano al que lo necesita, escucharles ( sobre todo si los empleados son personas jóvenes).

By using plain language helps one to get the message across in the shortest time possible. Adding to more people being able to understand your message.

Ha, if they don't speak or understand English (which many don't) it's difficult. I can tell them the problem but if they can't comprehend then it's a bigger problem. You can ask for a supervisor or Tobe transferred but then they take offense & scared that they will lose their job that they cannot do anyways so u either get disconnected or you are on hold until u give up& hang up. SO frustrating!

Most of our callers tend to save their time just to look up for answers from us. As for customer service, we tend to have the resolution ready on hand that would satisfy their needs. It's like you're serving something that would quickly love it in first impression.

Following up by updating the customer on how far you have gone in trying to resolve their complaints is very important. The client is happy knowing that her complaint is being attended to and may even apologise for speaking rudely while complaining about initio.