Challenging Calls

For More Information Contact: Impact Learning Systems International

P.O. Box 14110 San Luis Obispo, CA 93406

Toll Free: 800.545.9003

Voice: 805.781.3283 Fax: 805.545.9075

Email: info@impactlearning.com

www.impactlearning.com

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Challenging Calls

“How many times do I have to tell you people about this? Every single person that works at your company is so backwards. Geez, you can’t even get my name spelled right! What a bunch of idiots!”

re you sitting up a little straighter in your chair? Are you thinking this call is not going to be a whole lot of fun? Well, don’t let this customer’s hot air blow your hat off. Even though challenging calls are not always enjoyable, they are important and meaningful for what they teach you and for the sense of satisfaction you get from handling them well. We have some guidelines to share with you that will help turn a frazzling situation into a fine situation.

When it comes to challenging calls, prevention is the best medicine. Here are some suggestions to apply when faced with a challenging call:

Question to uncover exactly what the customer needs.

Listen and confirm to understand a problem quickly and accurately.

Show a sincere willingness to be of assistance.

Be polite, and use good business etiquette.

Use positive language that shows the customer what you can do, not what you can’t do.

Let the customer vent.

Express empathy and let the customer feel validated. Your attitude plays a large part in the outcome of a challenging call and also in how you feel about yourself and your job. When dealing with customers or situations that challenge you, incorporate the following:

Be humble—serve your customers without acting like a know-it-all. Your role is to serve your customers, even if they’re difficult or unpleasant. Humility is expressed both by what you say and by how you say it.

Customer: I’m terribly disappointed that you won’t be able to increase my credit line. I really need it!

What Not to Say: Me too, but we aren’t the bank.

What to Say: I wish there were more we could do for you today, Mrs. Pederson.

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Focus on a solution – discern the important details of the situation and focus on what can be done to resolve the issue or problem. Collaborate and work together with the customer to focus on the solution – not beat the problem to death!

Customer: Here it is, two days before my trip and I still haven’t received my tickets in the mail. What am I supposed to do if they don’t come tomorrow?

What Not to Say: Don’t fret…I’m sure we mailed them out. You know, sometimes people think the envelopes contain advertising or something. Is it possible you’ve just misplaced them? You might want to look for them one more time.

What to Say: Mr. Davis, I’m going to make a change in our computer records to show that you will pick up the tickets at the airport on the day of your departure. It will take me just a moment to do that, and then I’ll let you know what to do if the tickets do arrive by mail in the meantime.

Remain poised – and calm and confident both for yourself and the customer. This allows you to focus on the solution and shows the customer you have the situation under control. Take a few deep breaths, concentrate, and maintain a friendly tone of voice. It also helps to smile (even if you don’t really feel like smiling). Special Note: You won’t know this is effective until you give it a try!

Avoid defensiveness—your job is to serve customers—not to defend yourself against

them. If a customer makes a disparaging remark, or blames you for the problem, don’t react defensively or take it personally. Solve the problem and skip the blame!

Customer: I wish you could be more organized. This is really an inconvenience

to have to go through this order process again.

What Not to Say: I’m not the one who took your order, and we are entitled to make a few mistakes since we process a very high volume of orders.

What to Say: I appreciate you taking the time to bring this to our attention, Mrs. Bernstein. I want to make sure we’ve covered all the bases so that this time you’ll get exactly what you ordered.

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