Being a collector is not an easy job. There is a question that we commonly hear. It goes like, “What should I say when...?” The reason why I find the question to be interesting is that it requires a systematic response. Sometimes, you just might not have an answer and would struggle to respond as the typical processes would not work.
Now, you might have already tried everything, and the customer might still be triggered, hostile, or frustrated. It is also possible that the customer might threaten to file a lawsuit or complaint. The way you respond to the customer is critical as it will influence their next move. To avoid the worst-case scenario, you have to change the situation. A better question that you need to be asking is how you can respond to customers to deescalate a difficult call.
When calls become difficult, and your typical techniques do not work, you require more work. You should end the conversation politely and gather the required information to handle the situation better. Once you have a system in place, you will turn overwhelmed and angry customers into calm and receptive customers. These steps are mentioned below.
Step 1: Uncover Important Information
After you have ended the call, you need to take a deep breath and take a minute to think about what you need to do. Then, record all the facts concerning the scenario. You must keep in mind that it is pointless to record emotions. Make sure that the information is fact-based. One requires straightforward facts for resolving the difficult situation. Do not let emotions cloud your judgment.
Step 2: Find the Best Solution
Next, you need to determine the best solution for the customer. This step can be rather tricky. You have to think critically to come up with the right solution. It might be a good idea to speak with your supervisor and ask them to assess the situation. It always pays off to get the perspective of another person. The main goal should be to find a solution that the customer would be most pleased with. The facts that you have gathered should help you make the best decision.
Step 3: Map a Path to the Solution
Now that you have the facts and the solution, you have to figure out how to use the facts and solve it. This is where a roadmap comes in handy. It will point you to the desired solution. You might come up with a few paths. The only focus should be on finding the best path. Think about the steps needed to reach the developed solution.
Step 4: Prepare a Script
Finally, it is a good idea to script the map. It will allow you to best communicate with the customer and ensure that they are on the same page as you. The script will discuss the roadmap in detail and outline what needs to be done.
Once you have finished reading this post, you will be able to resolve even the most difficult of calls. It is about time that you gave the strategy a try.