As a representative in a thriving company, you know the value of high-quality customer support. However, if you’ve ever had the experience of handling customer queries, you’d know that responding to customers isn’t the easiest job ever.
A customer support agent has to deal with various types of customers; some are extremely angry, some are frustrated and fed up with the situation, others are anxious. Simply put, there’s a diverse variety when it comes to the type of customer you get the calls from.
As you’re probably aware by now, dealing with such a diversity of calls isn’t a walk in the park — and professional skills are needed to overcome these. And that’s where a phone answering service comes in.
While your in-house customer support representatives lack the experience needed to deal with these unique types of customer reactions, phone answering services happily take the challenge.
Here are the top types of calls that a phone answering service can effectively take for you.
Rude callers
Some callers are too fed up with the situation and have already lost their temper. When they call, they’d most likely start being rude and behave abnormally. It requires a strong will and skillset to handle these callers.
Professionals from a phone answering service know exactly what to do when they receive such a call. They’d do their best to calm the caller down, listen to their concern, then take the steps to resolve the issue as soon as possible.
Stressed callers
Some callers may not be rude at first, but they feel like they’re extremely tired of the situation. It happens when they’ve been facing an issue for a long time and haven’t found a reliable solution to their problem.
When they call customer support, they’d most likely be unable to lay down the issue in a detailed form as they’re already fed up with experiencing it for a long time. It’s up to the receptionist to derive the issue from the communication and take measures to resolve it.
Phone answering services know exactly what to do when such a caller knocks.
Anxious callers
Some customers may be genuinely worried about something related to your product/service. They may have a concern with their account’s security, their information’s privacy, or any other similar factor.
When a caller is anxious, the receptionist must take immediate actions to comfort the caller and give them resources to relax. Then the receptionist should immediately look into the cause of the issue and take action to resolve it. The key here is to keep the customer informed about the progress so they actively know what’s going on.
Indecisive callers
Every once in a while, receptionists receive calls from customers who’re not even fully aware of the problem themselves. Either that or they can’t make up their mind on which query they need to be answered by you. Dealing with such callers is a multi-step process as you also have to make way for them to effectively explain the problem.
Professional phone receptionists know how to work with such callers and would happily take this job for you.
Final thoughts
Customer support agents have to deal with several types of calls from various people. The key is to learn what the caller is all about and provide tailored support.
The above-mentioned types of callers are the hardest to deal with — but professional phone answering services can work with them effectively for you.
