Many a time, I just feel like putting down the phone because the customer is so annoyed with me. How can I overcome the feeling?
Put yourself in the customer’s place. Why has the customer made the call in the first place? It is either to find out some information that he needs or to complain about a product for which he has paid. Try to solve his problem instead of making or wishing the caller away. Most call centres just try to smoothly talk themselves out of the situation and this is what really ruffles clients. Find out what the problem is by calming down your caller and see what you can do. Make sure you follow up with what you have promised. In case you have delegated the follow up to someone, follow up on that person to see that the work has been done. Get back to the customer on the action that you have taken. In having done this, you will have made the angry caller go away from the scene. Don’t get into a panic mode!