When Your Phone Rings....

TELEPHONE ANSWERING    

The phone rings. Very dutifully you answer before the fourth ring,which you should.You answer very cheerily. You answer in your best vocal tone. 

An angry person is on the other end, shouting at the top of his voice. It is never pleasant to take such calls, even though you are not the source of his issues and problems. 

How many quick wishes flash across the mind suddenly. Why did I choose to answer that call? How nice if the call gets technically cut off. Why is he yelling at me for? Wonderful if only another conversation from elsewhere crosses across his shouting session.

We imagine all kinds of scenarios to avoid that one angry person.

Why all that imagined fear and hatred for that call and person. You have a choice to transform that angry person into a FRIENDLY PERSON. Yes! You Can.

RULE 1: STAY COOL. When you are under attack, the worst thing to do is to retaliate or go on the offensive, with your verbal assaults. REMAIN COOL, CALM, COLLECTED and COMPOSED. Let the person who is calling blow off all steam and cool off. Do not get drawn into any argument.

RULE 2: TAKE NOTES. With notes, you can focus on the one, two or more issues he or she has raised. When he has cooled, and you repeat what had been he said, they becomes appreciative that you listened and took notes. This has a calming effect and the issues that need to be got resolved is much more easier. They wanted to be heard, you listened. They wanted to be taken seriously, and you have done so with notes. Along the way, say once at least, "Excuse me sir, I am trying to write this down. Could you please repeat that for me".  This works.

RULE 3: ISOLATE THE PROBLEM. Repeat the noted facts to the caller, without missing out on anything. Then reduce the entire thing in one simple statement and state, "So the problem is..............." and if you are right, he or she will say "YOU ARE RIGHT". There may be disagreement, so listen again and have that statement of yours corrected. Now you are at the core of the issue and ready to solve or resolve. 

RULE 4: WORK OUT A SOLUTION. Would it be a refund; replacement; immediate assignment of a service representative; free pick-up for attention; or whatever that is within your jurisdiction as attention to that complainant. 

Otherwise, consult your senior and get back to him at the promised hour or earlier.

RULE 5: SEEK AN AGREEMENT. Make sure the solution is agreed upon, and then you stick by it. Do not press anyone into agreeing to your solution, but in a tactful tone and voice, balance the offer to sound in his favour. Say, "I am going to go out of the way, to send you the replacement within 24 hours as a special delivery" and add "is this a fair solution?" or "is this acceptable to you?" Wait for that answer that confirms ,all is fair. If they hesitate and delay reply, quickly jump in and ask, "is there something bothering" . Find out and resolve.

RULE 6: SUMMARIZE. Go over one more time your offer and promise of action, before he or she hangs up the phone. He or she must be clear as to what is going to happen next. This is to prevent miscommunication that may lead to other issues or problems. 

RULE 7: FOLLOW UP:. This is the most important. You may have dealt with caller, but it is the service team, dispatch team, the accounts or someone else who is going to actually fulfill the agreed conditions. CHECK; ENSURE: FOLLOW UP and COMPLETE the promises undertaken. You cannot afford to have that person call back and scream. You can however make him call back to say, THANK YOU FOR YOUR EFFICIENCY. Only you can.