![]() He tried to utilize calming phrases to get Janet to slow down so that he could understand exactly why she was so angry. John was just trying to figure out what the problem was. She controlled the conversation from the get-go, complaining about the product, poor service, and unsatisfactory resolution of her problem. The woman, who we'll call Janet, was immediately loud and demanding. The female customer who called was irate, barely allowing John to get out his personal introduction. John is employed by a major department retail store. John, a call center agent based in Omaha, had to deal with one such situation not long ago in his job. Janet - The Irate Customer - Case Stud y # 1 Dealing with unruly customers is difficult, especially if the customer has called more than once to have a problem taken care of. Most of the time, customers are logical, but many are so enraged that it's often difficult to deal with them. You might be amazed at the things that can set customers off. ![]() ![]() In this article, we'll expose you to two types of customers that you may come across in your job as a call center agent. ![]() You'll also find yourself dealing, as we've mentioned before, with a wide variety of customers, personalities, and attitudes. Call-center dilemmas can range from a simple complaint with an easy fix, to a complicated situation that may require extra time and effort to deal with. Some of them are humorous, some far from it. As a call center agent, you'll deal with a wide variety of customers, complaints, and situations. ![]()
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