![]() Especially not for SaaS companies that are often dealing with complicated technological issues. In an ideal world, agents would resolve each inquiry during the first call and companies’ first-call resolution would skyrocket. Providing an effective, clear solution is the best way to calm them down. Provide a clear solution: Angry customers aren’t interested in excuses and overly vague statements.Be human: Betting on emotional intelligence and empathy allows agents to sound humble, which results in customers feeling respected.It makes the problem-solving process faster. Come up with the right questions: This step helps to identify the issue’s true nature. ![]() Knowing how to treat a person based on their behavioral pattern makes it much easier to calm her/him down.
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