Have You Ever Handled an Irate Caller?
Ask any CSR and you’ll hear why serving customers over the phone is challenging. Handling irate calls makes the work even more difficult.
The below video features an irate caller scenario and a constructive CSR Strategy called the Re-Introduction Strategy. A second factor involves the reality that CSRs hear eachother’s calls and remaining calm helps to raise the bar and lead by example.
Watch the video and see for yourself.