Wednesday, July 20, 2011

Face Exasperation with a Smile

What I hate most about speaking with people, whether online, over the phone or even in person, is that they can't be expected to be nice 100% of the time. By nice, I mean civil, polite, even-tempered, and ethical in their way of communicating. As a call center agent, training yourself to be nice is an understatement. Professionally, being ethical and putting your best foot forward in conducting yourself while speaking with someone is imperative—and this is mandatory, regardless of the temperament or attitude of the one you are speaking with. Though exasperating, staying calm and in control of the situation, which means keeping up with your job requirement, is the only way to stay ahead of the game—if you want to stay the dutiful and productive call center agent you are that is.

But keeping your cool when the one on the other end of line is speaking like a total brute can be downright challenging. Before you let your blood boil over and give in to the temptation of telling him off or slamming down the receiver, in an effort to deafen him, albeit temporarily; listen up, count to 30, flash a big smile, and take these tips to heart:

  • Fighting fire with fire would only worsen the situation.

    Take a deep breath, and address the situation as calmly as you can. Resolve to end the conversation in the nicest, most professional, and calmest manner possible. Fighting back would only blow the situation out of proportion. Worse, it could lead to uglier consequences that could affect your good stead at work.

  • Politeness and being engaging in your conversations are the primary requisites of being a good call center agent.

    If you can't keep up with these requisites, then it only goes to show that you are not cut out for the position. Even if you are compelled to raise your voice and be upfront with your feelings, yielding would put you at risk of not only losing a potential customer, but also getting kicked out much sooner than you think.

  • Smile and just let it pass.

    Dealing with acid-tongued and/or boorish clients are just among the many identified challenges confronting every call center agent. Do not take it personally, and just resign yourself to this inevitable truth. No matter how rude they get, do not think of their remarks as anything personally directed at you. After all, though you speak with them on a one-on-one basis, the fact that you are corresponding with them for a specific business-related purpose means the conversation should be treated impersonally, on your end especially, right from the start. So just shrug it off, and get on with your task with your foot still put forward.

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