Customers become angry when they have unmet expectations and the situation is not handled well. Learn how to calm the customer and get the information needed to deal effectively with the issues.
Like many passengers hurrying to catch a plane, Jackson Smith arrives at the airport a little flustered. But unlike many passengers, he's trying to board a plane to get to the birth of his first child - in another state!
As Jackson attempts to collect and pay for his ticket, he discovers all of his bank accounts have been frozen. With very little time and patience, he calls the bank to sort out the problem. This is where he encounters Mackenzie, a call center agent. As time ticks away and the story unfolds, we discover that the bank thinks Jackson is dead. The truth of the matter is he may very well be if he doesn't make it to the hospital!
Eventually, Mackenzie is able to assist Jackson, and the problem is solved. Jackson gets access to his money, he collects his ticket and races off to board the plane.
Key Learning Points
- Deal with customers who may be in attack mode
- Turn low quality information into high quality information
- Ask questions without antagonizing the caller
- Focus on what can be done for the customer
- Recognize limits and how/when to transfer a call
- Remain calm and in control throughout the call
- See difficult call experiences as learning opportunities
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Length: 15 minutes
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