Agree with everything in this article. The most important thing is to not take it personally. Always remember that they are not mad at you. Their frustration is with the company or service. It is important to acknowledge their frustration and never meet their emotion. Stay even keel and speak calmly. Let them know that you hear their frustration and that you are going to do everything in your power to work towards a resolution. Sometimes just listening, actually listening and hearing what they are saying, is enough to help calm the situation.

Ein Aspekt hat die KI völlig vergessen. Service-Mitarbeiter können Gespräche mit verärgerten Kunden üben - beispielsweise oer Rollenspiel im Team-Meeting ... oder einer "Aufwärmübung" mit einem Kollegen bzw. einer Kollegin vor Beginn der Schicht. Könnte eine KI den verärgerten Kunden spielen ... und somit Service-Mitarbeiter während der Arbeit trainieren ? Ich bin sehr gespannt auf Antworten.

When dealing with upset customers over the phone, it's crucial to remain calm and empathetic. Start by actively listening to their concerns without interrupting, which shows understanding and respect. Acknowledge their feelings by saying something like, "I understand how frustrating this must be for you." Reassure them that you are there to help and will do your best to resolve the issue. Provide clear, concise information and avoid jargon. If possible, offer a quick solution or timeline for a resolution, and thank them for their patience and feedback.

1. Stay Calm and Listen Actively; 2. Show Empathy; 3. Apologize Sincerely; 4. Ask Clarifying Questions; 5. Provide Solutions; 6. Set Realistic Expectations; 7. Follow Up; 8. Maintain Professionalism; 9. Know When to Escalate; By employing these techniques, you can effectively calm upset customers over the phone and turn a negative experience into a positive one.

Smart Techniques for Calming Upset Customers: - Offer the option of listening to calming music while they're on hold. Curate playlists to calm upset customers, incorporating genres like classical music or ambient sounds. - Equip representatives with a rich "emotional vocabulary" to help them accurately identify and articulate customer emotions. This enhances empathy and facilitates more effective communication. - For particularly sensitive situations, consider sending a short, personalized apology video after the call. This adds a human touch and reinforces your commitment to resolving the issue. - Utilize AI-powered sentiment analysis tools to gauge the customer's emotional state during the call.