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Aggressive customers will call in to complain about a service, lose
their cool, lash out, get abusive and put your patience to the test.
How do you deal with such a situation?
Your job includes keeping your cool; tackling irate customers is part of the deal.
1)Keep your voice calm
2)Request the customer politely to speak slowly, clearly and request to lower his/ her volume.
3) If you are getting very agitated, keep the customer on hold.Please keep this as the last option .
4)In case a call gets out of hand, transfer it to your team leader or supervisor
As a customer phone executive, it is important to empathise with the customer, rather than view him/ her as the enemy.
A positive and mature attitude is what will really make you excel at your job and climb the ladder in the service industry!
JUst remember when a customer is irate he/she is not upset with you, he is just upset with the situation he/she is in.

Prerequisites of answering a call. ( for Web Hosting)
Have all the essentials windows open.e.g Micfo.com, suport.micfo.com/admin etc…….

Have a notepad open.

Now that you are ready

As soon as you receive the call after you are trough the initial steps of introducing yourself get to the issue of the client.

After the client is done with the details of his query get all the important data regarding his account, e.g. domain name, their email address, etc.

All this info will be required to pull up his account so that if you get some info wrong you can pull up his account using the other data that you have received from the client.

As far as possible try to put the client on hold for only a single time.

If the issue is going to take long time to resolve ask the client for his call back number and as soon as the issue is resolved call them back and update them that the issue is resolved.

If the issue cannot be resolved immidiately inform the client and tell him that we will put in a ticket regarding their issue and as soon as the issue is resolved we will update the ticket.

For chat constantly keep on practicing and improving your typing speed.

You can use smilies if you wish to make the client feel more welcome (optional)

Also do not ask the client to repeat his issue again and again, they are already annoyed and you asking them the same question again and again annoys them more.

Keep this thing in your mind that you are there to serve them, so go to the extreme limit to solve your clients issues, believe me it does pay off.