How to Turn Angry Callers into Satisfied Customers
by Citrix Online

No contact center manager or agent can avoid it. Sooner or later the voice at the other end of the line is going to get nasty. Here are some simple tips on how to defuse the situation by calming angry customers down.

• Listen -- You need to allow angry customers to vent their anger from beginning to end and without interruption, so stop everything and listen to what the customer has to say. This focused attention will help you answer questions more effectively.

• Pause -- Wait until the caller is completely finished before responding. Pausing just two or three seconds after the end of the caller's sentence ensures that the caller has finished speaking. Interrupting, even unintentionally, will only fuel the caller's anger.

• Rephrase -- Make sure you fully understand the situation and the caller’s intent. Take notes while listening, which forces you to actively listen and enables you to refer to your notes while responding. One way to confirm that you fully understood is to begin your reply with, "If I understand your position…" then rearticulate the caller's objective.

• Ask -- Be sure to ask questions that need more than a "yes" or "no" answer. This clarifies your caller's wishes and usually has a calming effect. The longer the caller speaks, the more difficult it is for him or her to maintain an angry tone.

• Use first person -- Avoid using second person at the beginning of your statements. Phrases such as "You should…" place blame on callers, which can aggravate them further. Instead, try using first person. For example, responding with "Might I suggest…" imparts a sense of teamwork.

Finally, close with an apology. Some customer-support professionals argue that there’s no need to apologize if you didn’t cause the problem, but from a customer-service standpoint, there’s nothing to lose and everything to gain by offering your apologies. Customers usually respond positively to an apology and may even apologize to you for their initial behavior.

About Citrix Online
Citrix Online, a division of Citrix Systems, Inc. (Nasdaq: CTXS), offers the leading Web-based access, support and collaboration software and services. The division offers Citrix GoToMyPC®, the easiest-to-use solution for remote, secure and managed desktop PC access over the Web; and Citrix GoToAssist™, the most secure, reliable and powerful solution for Web-based technical support and customer collaboration. Citrix Online products are used by more than 4,000 companies worldwide, including Cisco Systems, Siemens, Intuit, Cablevision and Microsoft Business Solutions. The division is based in Santa Barbara, California, and is on the Web at www.gotomypc.com, www.gotoassist.com and www.citrix.com.