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From the blog

Inbound Agent: Managing Customer Behavior

Inbound Agent
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For inbound call center agents, it’s their responsibility to deliver a quality customer service at all times.  But every caller varies; customer service agent should learn to react accordingly to these different types of callers in order to provide better service. There are caller behavior patterns namely assertive, angry, passive and talkative. Each pattern needs a different approach that an inbound agent should know.

Assertive Callers

They easily show authority and usually get to the point immediately. They spend little time with non-business conversation and want their concern to be taken cared of.  To be able to manage them, you have to understand their request. Use close question to help control the conversation and always be friendly but specific and direct with your statements. Remain courteous.

Angry Callers

Handling angry customers is very challenging yet rewarding if the customer service agent knows how to manage the conversation. Always be polite and remember to stay calm, they are not angry with you personally; their expectations are just not met so they need someone to speak with regarding their complaints. You have to listen to understand the problem and apologize in a general way. You also need to propose an action plan that will solve the problem so they will feel that they’re being given importance.

Passive Callers

They are easy to manage because they don’t usually complain but it’s a mistake to take them for granted. You should ask them about the level of service or if they have any suggestions.

Talkative Callers

They are often interesting and enjoyable but they can take a lot of time. So make sure to ask closed questions and always steer the conversation back to business.

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