1. Use more soothing noises
According to the CallCentreHelper server, it is important during emotional calls to let the client know that you are listening carefully to them. One of the great ways to do that while the other person is talking is to use noises like: “Uh-huh”, “yes”, and “I understand”. The client will feel that they are being listened to, and your reassurances will have a very positive psychological effect on them.
2. Try to empathize with the client
Sometimes it's difficult to take the customer's nagging seriously, especially if you personally don't agree with their objections. Even still, do your best sympathize with the client and try to understand their frustration, because in many situations empathy has better results than any other attempt to genuinely solve the situation. Sometimes people just need to have someone with whom they can talk it all out.
3. Let the client lead the conversation
Emotionally charged conversations require breaking the routine that you have set for your calls. Stop following the scripts and try to connect with the client on a more human level. Let the client lead the conversation and let them talk longer.
4. Don't hurry into the next phone call
After a psychologically demanding phone call, you, as an operator, deserve a short rest before you go back to calling. A short break or a walk outside will improve the quality of your next call. Do something that will let you stop thinking about the call you just finished.
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