5 Tips on How to Handle Difficult Phone Calls
We all experience the seller who calls to complain about their property not selling. We also experience the angry buyer who can't believe they didn't accept his offer. Sometimes they call at the most inopportune times. How do we handle these calls? Our goal when an unhappy person is on the other end of the phone is to calm them down and figure a way to remove their complaint as quick as possible.
Well before I address how to deal with them, I think it is a good idea to give you an example of what NOT to do. This is Caelin, and as many of you know, he is the newest member of our team. We are still grooming him on his phone skills. I had an opportunity to record one of his calls the other day. I am not exactly sure what the person on the phone said, but as you will see, Caelin did NOT handle this call in an effective way.
Yikes! My guess is that whoever was on the other end of the phone with Caelin was not calmed down and their concerns were definitely not put at ease. As a matter of fact, this probably would result in them calling back in to talk to his boss, or never using our services again. While phone skills don't seem that big, they are HUGE! If a person becomes displeased while on the phone with you, you just lost their business forever. Plus, they will probably then pick up the phone and call all their close friends to complain as well.
So now that we have shown what not to do, and also the importance, lets get down to ways to handle these difficult callers.
Tip #1
When on the phone with an angry person, let them do the talking. Sometimes they just need to blow off steam and get what has been on their chest for the past week out in the open. If you begin cutting them off you will just increase the situation.
Tip #2
Don't Argue! No matter how wrong the person may be, if you begin challenging what they are saying and arguing with them on the phone, you will never make any progress at solving the problem. Instead you will just make them angrier until they probably hang up on you never to be heard of again.
Tip #3
Show sincerity and concern. I think the age old saying "People don't care how much you know until the know how much you care" is key to problemsolving. They want you to realize that their problem is a major issue to them and that they don't just want you telling them what you are gonna do.
Tip #4
Don't Patronize! Dont behave towards someone in a way which is kind and friendly but nevertheless shows that you are being condescending. People hate that and can pick up on it almost instantly.
Tip #5
Lead them to the answer. My father tells me constantly that it is not always right to be right. When dealing with difficult people on the phone, if you can lead them to the answer and allow them to discover it on their own, it will make them feel better. They will end the call feeling good about themself. Besides remember, it's not about you, it's about them.
I hope these 5 tips help increase your business. If there are other tips you use that work effectively, leave them here!
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