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Background: We have created this article to help support agents on managing customer interactions, especially when dealing with challenging or frustrated clients

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A special shoutout to Ivette Villegas, whose approach to customer service with empathy, positivity and quality has been as inspiration for this documentation

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Make the Customer Feel Heard and Understood:

Start with Empathy

  • Customer Customers who are frustrated or upset need to feel heard.

    • Acknowledge their emotions right away, even if you can’t immediately solve their issue

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For Example: Phrases like “I can understand why you’re upset” or “I am really sorry you are feeling this way” can go a long away

Be Patient

  • Let the customer express their frustration. Sometimes, they just need a moment to vent

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Allowing them to “get it all out” before moving forward with the conversation is a good suggestion

Reassure Them

  • Make it clear that you are there to help

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You might say “I am the person working on your case, and I am committed to resolving this for you”

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Always Follow Up

  • After a call or case, make sure you follow up with the customer as promised.

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  • Keeping them updated builds trust and reassures them that their issue is being handled

Be Accessible

  • Let the customer know they can contact you if they have further questions or concerns

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  • This shows that you are commited to solving their issue, even after the call ends

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Now that you’ve got the key points to hanlde difficult interactions, just keep these takeaways in mind:

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