Dealing with Difficult Customers: 6 Weapons to Kill their Anger or Disgust

Posted by bigmoneyweb under Customer Service
From http://www.virtualassistant.org 4930 days ago

Some customers are truly difficult to handle. It takes a lot of patience to manage them effectively. Whether you are a virtual assistant working at home as a telephone support or a customer service representative, you need to learn strategies to do this.

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Comments

Written by businessavante
4930 days ago

This advice is good, but years of experience handling butt-loads of calls brought me to the inevitable conclusion that when it comes to customer service over the phone - either you've "got it", or you don't. The whole idea boils down to the person complaining TRYING to push as many of your buttons as they can in the least amount of time, only to reiterate over & over again to try to MAKE you feel like crap (sorry, but that's the reality of it). Some people receiving the onslaught just aren't cut out to be badgered like that, and the suggestions listed become utterly meaningless. The kind of people that have less of a problem being dumped-on don't need the suggestions - they cope naturally. You can call me the "voice" of experience in this (well over 100k calls).

Duncan

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