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How to Handle an Emotional Customer

October 18, 2017

Quality Monitoring.jpgEmotions drive all of us on a daily basis. Some emotions are positive and get us excited about an event, product or moment. Negative emotions do just the opposite and can have a rippling effect where we are turned away from something. Buyers buy on emotion not logic. Then, once they settle on a product or service they tend to rationalize their emotional purchase.

Take for instance this scenario: I have an upcoming event and set out a budget for what shoes I plan on buying. While I’m out shopping I find a pair that’s triple my original budget. I rationalize the purchase by saying I’ll wear them time and time again. In reality the shoes I am buying are three times what I planned on spending. It is emotion that moved me to purchase the expensive shoes.

When a customer contacts a business for sales or service they are looking for assistance. Maybe they are frustrated with their current solution. Maybe they are upset because their purchase isn’t functioning right. It is up to the agent on the other end of the phone to turn their negative emotions into something positive. How does a company achieve this? It begins with having the right tools for quality monitoring and agent training.

Quality monitoring can be accomplished a variety of ways but the most effective is to have software allowing the supervisor to be able to see the agent’s screen while listening to a call. Being able to quickly and efficiently pull calls to view and hear can drastically impact a supervisor’s resources. Once a call is reviewed, being able to give feedback immediately allows the agent to correct their behavior while it’s fresh on their mind. The longer amount of time that goes by between the original call and feedback to the agent, the more an organization risks losing potential customers.

After a call is reviewed and evaluated, a supervisor should be able to push appropriate training to the agent for skill development. Ongoing self-paced training is a key in contact center efficiency. This allows the agent to hone their skills and provide a better customer experience. Happy customers usually return for more services in the future while disgruntled customers immediately break ties. If you would like to learn more about agent coaching check out our previous post 6 Things About Agent Training Every Contact Center Needs to Know.

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