...ways to calm down an angry caller. Rich Heap reveals some hot tips for staying cool and collected

1. stay in control

Over the phone your voice is your only tool so use it effectively. “You have to keep calm,” says Mike Kemp, head of Sanctuary Housing’s customer service centre. “The moment you raise your voice , they raise theirs.” Speaking more softly and slowly will make you sound less aggressive. Martin Mumford, Oxford council’s area manager for housing services, says: “If someone’s shouting at you, you may feel yourself getting angry, but you musn’t let it show.”

2. understand the problem

To solve a problem you must first understand it, so listen well. “It is vital that the caller knows they’re being listened to,” says Steve Lazarus, director of Keystar Training. Make reassuring sounds, take lots of notes and don’t interrupt.

3. don’t fuel the fire

Even if a tenant’s problem is not your fault, denying responsibility and making excuses only give extra causes for complaint.

“The minute you start to justify what has happened,” says Bob Hazell, director of Advanced Training, “you’re pouring more petrol on the fire.” Accepting responsibility on behalf of your company is the first salve for previous mistakes. And to cool a heated situation, Lazarus has a golden rule: “Never, never tell the caller to calm down.”

4. empathise and explain

Everyone has been let down at some point, so let the caller know you can empathise with their problem, no matter how small it sounds. “It’s the little stuff that causes the major problems,” says Kemp. “If a radiator leaks, and keeps dripping into a tray, that’s when it gets more and more irritating.” Then, quickly go over their main points and explain what you are going to do. And make sure you do it.

5. call back later

If you cannot do anything immediately, promise to look into it and, giving yourself a realistic amount of time, agree a time to call back. End the conversation when you have agreed a realistic course of action. “And make sure you leave the call on a positive note,” says Kemp. So rather than saying, “we can’t do that repair until a certain date,” try, “the good news is we can fix it on a certain date”.

Source

Housing Today