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Keeping Your Cool When the Caller Gets Hot

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1Keeping Your Cool When the Caller Gets Hot Empty Keeping Your Cool When the Caller Gets Hot on Wed Aug 25, 2010 11:15 pm

Keeping Your Cool When the Caller Gets Hot

By Lydia Ramsey | article reference:

Have you ever had a bad day in business? One where nothing seemed to go right and everywhere you turned you encountered angry or upset people? If this has never happened to you, stop reading now, but if it has, read on.

At one point or another, you have encountered people who were less than happy with you or your call center. It may have been because of a problem with the service, you may have said or done something to aggravate a coworker, or your company may have done something that disturbed a client.

Whatever the problem, it is always a challenge to deal effectively with upset people. Diffusing anger and handling difficult issues require special skills and practiced behaviors. It's hard to be calm and courteous when others are out of control. So what can you do to keep your cool and resolve the issue when the customer or coworker is being hostile? Try following these five steps to sooth the situation.

Step one is to listen. Really listen to what the other person is saying. Too often, we don't hear all that is being said because we are busy trying to come up with our own response. If you don't fully understand why the other person is upset, you can't possibly help with the solution. Sometimes people just need to vent - to get whatever is bothering them off their chest.

You may be well on your way to a resolution if you are a good listener who does not interrupt, letting other people finish what they have to say. Often, people calm down when they realize that you value them enough to hear them out. They may also hear themselves and recognize that they are overreacting or acting inappropriately.


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