80% callers to a Call Center are irate. The other 20% call to seek information and can be considered not-irate. The challenge here is converting irate callers into admirers (repeat buyers, loyal-happy customer) who will admire you – the support agent, your company and its products / services. In more than 60% of the cases, you will observe, the problem does not even exist. It’s the caller’s perception, lack of knowledge or thoughts which needs correction. The moment these factors are addressed, the caller turns into admirer. So how do we handle irate callers? Let’s start by understanding their minds. […]
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