How To Handle an Escalated Call

How To Handle an Escalated Call

No matter how professional your team is, sometimes calls can become emotionally charged. Callers may unload their complaints and frustrations, so you need a team that can adapt on the fly. That’s why you’ll want to invest in an experienced scheduling appointments New Milford CT service. A phone answering service that’s seen it all won’t be fazed by any kind of situation or customer.

However, not all teams know the tips and tricks for de-escalating a call. Here are a few traits to look for that tell you a phone answering team has the skills to soothe the strongest tempers. 

Do They Listen Up?

When people start to lose their cool, the last thing you want to do is talk over them. Anger is a blunt way of expressing something, but it is still communication. A call member should understand this, quiet down, and listen. Empathetic listening is what gives someone the patience to take in an argument and seek some kind of resolution. In the end, sometimes all a customer wants is to feel heard.

Do They Slow Down?

Matching the tone and volume of an upset client will only cause the interaction to boil over. Instead, a phone handling member should do everything they can to release the tension. Speaking with a slow and soft voice can help the caller to take a breath as well. Employing the right tone can express feelings of empathy and understanding, so make sure your team speaks with a calm voice.

Do They Step Back?

Sometimes no amount of talking and listening is enough to tame a customer, so it helps to put a pause in the conversation. Every great call member knows when to put a client on a brief hold, which can give the caller time to cool off and …

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