Today we were again teamed with the PRO class and took turns in making and answering calls. We learned how to take messages and taking notes , putting a call on HOLD, transferring a call directly and transferring a call with confirmation. It looks simple but it is easy to make mistakes. Practice makes perfect.
We also replied to customer feedback which can be either positive or negative. In replying to a negative feedback I always think of what the customer experienced and ask myself what will I feel given the same situation.
Watching the video about handling irate customers offers a glimpse of different ways and methods to help de-escalate stressful customer interactions.