I've tried all of your tactics doesn't always works. I found out some people when they're angry they're angry no matter what tactics I tried. So I let them be angry. But when I speak to them in a way I will not take their abuse( letting them know that with my tone of voice it works for me) I stopped being sweet because I notice they take advantage of me. I just speak to them like in general. Yes I say thank you etc. But I will not ask them "how are you ect" anymore( not required in my job title) I just answer phone and get to it. If they're angry and it's not an error on our end I don't apologize nope when I do their demeanor gets worst.
Thank you Myra, very useful video! I have a question, if you don't mind. What would you recommend with emotional and angry customers in Social Media? Would the approach be the same? Thank you again 💖
Hi, Olena! Thanks so much. I'd reply publicly to social media complaints because all eyes are watching and try to move the interaction offline. Example: "Oh, no, thanks for letting us know! Please dm us your contact information so we can reach out right away."
Hi, Garcia! I'm so glad you're here! Focusing on empathy and connection will be a tremendous help with your scores. Search my channel for videos on empathy.
With you're tactics it has helped me at my call center job i managed to descalate 80/ 100 percent of the situations 😅 for the first timer in call centers this job has proven to only be easier than a degrading minimum wage job i got treated ten time worse hardly getting payed then a job im always listening, answering and descalating
