Do customers seem angrier these days? This might be the reason.
Many feel big companies lack the ethics local companies do and have too much influence on government decisions, according to a recent study by The Futures Company.
More than 50% of customers claim they feel a lot of anger over these corporate issues. The worst part: They often take their feelings out on their single point of contact at companies — contact center agents.
To work with customers with a chip on their shoulder, agents want to:
- Lower their voice and use a calm tone. Upset customers often will follow suit.
- Talk about solutions. Focus on what can and will go right.
- Listen. Upset customers often just want an audience. Let them share their emotions, and reassure them that they’ve come to the right place for help.
