• Regina Clark

Dealing with Challenging Situations & Challenging Callers


It can be stressful working in a call center and handling phone calls all day. Once in a while you will receive a disgruntled caller. Keep in mind that the person calling is not mad at you, he is mad at the situation. Here are a few techniques that will help you handle challenging situations.

  • Learn some stress management techniques. You have to take care of yourself before you can take care of others.

  • Hang a mirror near your phone. Notice how you look when you are talking on the phone. A smile comes through in all you do.

  • Listen. Allow the caller to vent. Do not interrupt the caller when he/she is explaining the situation to you.

  • Refer to the caller by name. Mrs. Jones, I’m her to help you solve your problem.

  • Apologize swiftly. Own your mistake, apologize and move on.

  • Use empathy, it shows you care. I understand that you are upset. I understand that you are frustrated.

  • Stay calm. The sound of your voice is critical to your success. If a caller is yelling at you, do not raise your voice. Let the caller vent and then calmly respond.

  • Use positive language. Tell the caller what you can do, not what you can’t do. Tell the caller how you are going to fix their problem and find a solution. Compensate the caller when appropriate. Give the caller hope.

  • Use assertive language when needed. Mrs. Smith, I will help you as soon as you stop cursing at me.

  • Thank the caller for allowing you to handle the complaint. Every complaint is an opportunity to do something better.

  • Follow up with the caller. Initiate a follow up phone call to make sure that the problem has been taken care of or the situation has improved.


#empathy, #businessbehavior, #callcenter, #customer, #customerexperience, #customerservice, #greatcustomerexperiences

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