What do you do when a caller won't listen?

Fist and foremost I STOP TALKING. Just let them run themselves out. Don't even say " Uh huh", eventually they will ask " Are you there?" then I say " Yes, I was just waiting for you to finish so I could talk." That kind of puts them in check and helps them understand that I need to be able to answer ALL of the questions that they ask. Also if you start speak in a lower tone, it makes them HAVE to stop talking to hear you. In a way you kind of have to treat them like toddlers that don't listen.

I start by saying I understand your frustrations let’s work together to resolve this situation. People more often than not just want someone to listen to them instead of being quickly brushed off or shut down.

Remember, the caller hasn't called 'you'... they have called your company, and they have called for a reason. Their emotions might be running high depending upon the reason for their call. Counteract this by keeping your emotions calm. You might be just one person in a long line of disappointing phone calls or other interactions they've experienced. Try to make this call the one that soothes their emotions and makes them feel like someone is finally listening. Sometimes that's all it takes. Let them get it all out, then thank them for trusting you with their story. Assure them that you are going to do all you can to help them, then get to work doing exactly that. You've got this!

First thing, Listen. Do not just listen but listen actively. Make the caller know that you are on their side and want to help them solve the problem. Be empathetic and set your boundaries and let them know (politely and firmly) that you are willing to help them and they will need to listen to your suggestions.

By staying calm and polite, you are letting the caller let off steam and vent all his grievance. You shouldn't fan the flame. By staying calm and polite - you are already conveying a message to the caller. Actively listen to get all the points raised. And yes, the caller might go off track but calmly and courteously bring him back to the issues raised.

The goal of phone sales or customer service calls in general is to establish yourself as a trusted advisor - this is especially true for individuals that you have relationships with that span beyond a single phone call or in person conversation. By demonstrating not only empathy but willingness to invest time in solving the caller’s problem, even if you can’t solve it right then and there just knowing that you’re working on it can diffuse potentially volatile situations.

Empathy is key role for phone etiquette and never leave dead air or make the customer feel you are not there or not listening

Getting to the purpose of the callers call can be done be asking specific questions if it was not disclosed in the initial exchange. With you most sincere tone and a smile on your face, you can ask the caller "what is the first thing you want to get help with?"

I agree with clarifying the purpose and goal of the call. Oftentimes, callers get sidetracked if they do not receive their desired response. It is important to stay focused on the original intent of the call and be clear and honest when answering questions. You often have to redirect and remind the caller of their reason for calling and stay focused on the resolution that you can provide.

Based on my experience, being patient with a caller who doesn't listen is vital. If the caller sounds frustrated, give it some time and talk politely.

In my experience, asking for feedback and reconfirming the points made by the caller shows the caller you actively listen and it is an assurance that their grievances are heard.

When it escalates to the point of abuse by the caller, you have the right to end the call. Professionally, yet firmly, state “I understand your frustrations, but I cannot help you if you continue to conduct yourself in this manner. If we cannot continue in a calm & professional manner, I will be forced to end this call.” If you do need to end the call. I highly recommend engaging your management ASAP to review what’s happened & document the incident. Determine best course of action should the client call again…like immediately transferring the caller to a designated manager for escalation, etc. These things happen & are not a reflection of you. Try not to take them personally & learn from the incident for growth & development.

Based on my experience, I've found that people usually seek someone who will lend a listening ear. Therefore, I patiently allow them to express themselves, remaining composed and not mirroring their emotional intensity. Afterward, I kindly inquire if I may summarize what they've said. If the conversation becomes too heated, I assert that I may need to end the call if they don't permit me to speak.

Listen to the customer, do not interrupt, consider the customers response and place your case to respond to the customers response, building trust with the customer by respecting them is very vital.

In my experience I use the MASK method M- Make sure to breathe A- Assess your emotions S- Stop and reflect K- keep your cool