Call Center Job Stressful!!! Try This

It is quite a challenge to work in a call centre that receives complaints. I marvel at these incredible staff members who manage to listen to problems and complaints all day without losing their sense of humor. It is difficult because you have to take responsibility for somebody else or a system’s mistake. These callers are unhappy and at times even rude. 

But fear not, there is a definite psychology to dealing with irate callers. Once we understand this, we can deal with irate callers in a calm and empathetic manner, ensuring that we remain professional at all times. The most important skill to learn is not to take it personally. Most of the time they don’t know you as a person.

They are angry at the circumstance, the problem – not with you. You have to own the problem and assure the client that you will help. Use the word “I” often. “How can I help” and “I will make sure of that”. This reassures the client that someone cares. That you care.  

  • Here are some things that will help the situation:

  • Listen carefully with empathy.

  • Don’t interrupt or argue with the client.

  • Allow them to “blow off” steam.

  • Apologies: This is not an admission of guilt. You should be sorry that a client is unhappy.

  • Get the necessary facts to help them.

  • Stay calm: Don’t allow yourself to get worked up.

  • Sort out the problem as quickly as possible.

I also believe that we should never put the phone down on a caller. If you can’t calm them down, you are not doing your job.

Remember it is not only the problem that will be remembered but also how we dealt with it. Often a complaint call can even be turned into an opportunity for the company.

So smile and help them quickly.

After a long day on the phone and many complaints later, give yourself a pat on the back for a job well done. It is easy to make happy people happy. The real challenge is taking an irate person from an annoyed state to a satisfied one. When we have done this we get a tremendous feeling of achievement.

The satisfaction of that is hard to beat. That feeling is what keeps us coming back to our headset for more.

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5 Responses to “Call Center Job Stressful!!! Try This”

  1. 1 waverly m April 11, 2008 at 4:03 am

    Working in a call center is stressful. Fortunately for those who are working in call centre there are lots of ways to avoid the mental stress at your work place. Here I am describe some of the ways to avoid stress while your are on the job..

    Don’t get into any argument: sometimes it feels good to win, sometimes it feels good to let the other person know they’re wrong. Many times the customer is not right, however, if you try to tell the customer that they’re wrong, they probably will get offended or even abuse you. If you must tell the customer they’re on wrong way or did a mistake then try to use words like, “I understand why you think that but…” or “Many people feel the same way, unfortunately…” This will help them feel like you’re not attacking and arguing with them. They’ll feel better about the situation and treat you with more respect.

  2. 2 k maria April 28, 2008 at 5:48 am

    Working in a call center environment can be hurled with so much stress but I am agre with Waverly m. We have lots of ways to avoid the mental stress at our work place.
    Most people hate having to call for help. They don’t like having to call customer service. If at all possible, do everything in your power to fix the problem without making the customer call back a second time. If you have to put them on hold, let me know that you’re trying to do everything you can to make sure they’re satisfied when they get off the phone. If you do need to transfer them, explain why and let them know if that if they need more assistance they can call you back personally and you’ll continue to help them.

  3. 3 kaliwlouie May 7, 2008 at 9:39 am

    Call centres – where often huge teams of people handle a never-ending flow of customers’ calls – have been described as ’21st century sweat shops’. Horror stories, which have recently come to light, include tales of managers who threaten staff with wearing disposable nappies if they visit the toilet too often, and the worker who was disciplined for taking two six-second breaks between calls. It is no wonder some call centre staff report high levels of stress and anxiety.

  4. 4 mohniseh May 14, 2008 at 5:23 am

    People are ignorant of what they don’t know. When someone calls you and says something hateful, remember that is ignorance. They most likely don’t actually “hate Indians” or think “Mexicans can’t speak English”, but in fact they’re angry and they are lashing out at you. You could fight back and tell them that you’re not Mexican but instead Peruvian, or you could ignore their hateful comments and get to the problem. If you get to the problem without fighting back, there is not argument to win or lose, after all it takes to people to argue. A person who avoids an argument always wins.

  5. 5 customer care assistance June 1, 2009 at 4:08 am

    We need to take in mind that when it comes to business, “customers are always right”. No matter how rude they can get, we should always take the time to listen to them and do our best to help them in any way we can.

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