Here at Apello, we make a living out of answering phone calls. Whether we are fielding calls for an HVAC or plumbing contractor, a medical office, or even a property management company, there is always the possibility that the next one coming in is going to be a difficult call. It is part of the deal. If you operate a business, difficult calls are to be expected.
Rather than approaching every day with a glimmer of hope no challenging phone calls will come in, wouldn’t it be better to figure out how to manage them in a way that not only minimizes potential harm but also guarantees customer satisfaction? Absolutely. With that in mind, one of our priorities for live answering services is to ensure that every call ends on as positive a note as possible.
We are happy to share some of our tips with readers. They apply whether you manage all incoming calls yourself or work with a live answering service:
1. Remain Calm Throughout
Difficult phone calls are made more difficult when emotions get excited. Therefore, a phone operator should make a concerted effort to prevent escalation. It starts with remaining calm throughout the call. A calm but confident tone keeps things from getting out of hand.
Sometimes, an operator needs to take deep breaths and speak softly in order to keep things in check. That’s fine. It is more important to prevent escalation.
2. Try to Build a Rapport
Difficult phone calls often manifest themselves in a ‘me vs. them’ attitude. A caller has a problem and wants resolution. They start the conversation determined to win – no matter what it takes.
These types of phone calls are tense right from the start. One way to potentially deescalate the situation is to try and build a rapport with the caller. That’s why we recommend that operators introduce themselves by first name, as well as asking for the caller’s name. Taking a more personal tone can help reduce the tension.
3. Ask Intentional Questions
A common rule of thumb among live answering service providers is to ask questions. Operators ask in hopes of fully assessing the issue and understanding the caller’s needs. We like to say that operators should ask intentional questions. The intention is to get beyond the noise and ultimately get to the root of the customer’s problem.
If an operator does not understand the issue after a few questions, it is okay to admit that. Better to admit a lack of understanding than to make something up just to get the call completed.
4. Empathize With the Caller
Empathy can go a long way toward resolving problems amicably. Operators can show empathy by acknowledging a caller’s frustration or concerns. It also helps to make every effort to understand the caller’s perspective. Showing empathy validates the caller’s feelings. Doing so can help break down those barriers of resistance that could otherwise lead to escalation.
5. Actively Listen
Underscoring all the previous tips is the practice of active listening. As a company that specializes in live answering services, we know first-hand just how critical active listening is. Successfully managing a difficult call requires thoroughly understanding the caller’s concerns. And to do that, operators need to actively pay attention without distraction.
Challenging calls are a normal part of doing business. They are unavoidable. Rest assured that when you partner with Apello, you get live answering services provided by trained professionals who know how to manage even the most difficult calls. We work incredibly hard to bring every call to a successful conclusion.
