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10 Ways to Deal With Customer Service Callers Who Aren’t Listening: wfh customer service representative

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When you get a customer service call, your first priority is to listen to the customer and address their concerns. But, sometimes things don’t go as planned. That’s because some customers are not listening when you answer their questions or provide instructions on how to solve their problem. If you find that customers are not listening to your answers, here are 10 ways to deal with these callers who aren’t listening.

Be patient and don’t get frustrated

Start off by being patient with customers. Customer service is often a stressful job, so being a bit more relaxed will reduce stress and help you respond to issues in a more effective way. If you get frustrated with a customer, you may end up speaking too quickly or raising your voice. By keeping your cool and being patient, you may be able to resolve a situation more effectively and help the customer feel calm and more satisfied with the outcome. Additionally, if you don’t get frustrated with customers, you’ll likely be able to keep your cool throughout the call and stay on track with the issue at hand. This will help reduce the chance of the customer being put on hold or being transferred to someone else. When you stay calm and handle the customer’s issue with patience, you’re less likely to end up frustrated and more likely to find a solution to the problem.

Ask questions to better understand the problem

If customers are not listening to your instructions or they don’t understand what they need to do, ask them to clarify their problem. Ask them questions to better understand what they need help with so you can provide an answer that addresses their specific need. For example, if a customer calls with a billing question and they can’t remember their account number, ask them to tell you what’s written on their bill so you can identify their account. Or, if you can’t understand what a customer’s internet service is, ask them what kind of internet service they have so you can provide an accurate solution.

Restate your instructions in different ways

If the customer is not listening to what you’ve told them to do, restate your instructions in different ways. Be sure to speak at a pace that’s easy to follow, and try to speak in a way that’s easy to understand. Speak at a slower pace and use more descriptive words and phrases that customers can latch onto as you try to get your point across. For example, let’s say a customer calls with a service issue and you ask them to unplug the modem and plug it back in, but they don’t understand why. If they ask why they should unplug and then plug it back in, tell them to unplug the modem so you can check to see if there’s a service outage in their area. After they’ve unplugged the modem and plugged it back in, tell them to wait 15 minutes to see if service returns.

Offer to send an email or written instructions with steps

If customers are not listening to your instructions, offer to send them written instructions or an email with their issue addressed. Email is a great way to provide instructions to customers because you can send them a copy of their account or written instructions on how to solve their own problem. You can also send them a written copy of their billing cycle so they’re aware of when they’re due to pay their bill. If you’re on the phone with a customer and they don’t seem to be paying attention, it might be a good idea to offer to send them written instructions or an email outlining the steps they need to take to solve their problem. Sending written instructions is a great way to offer additional assistance and help customers stay on track without missing a beat.

Record the call and have a screener listen afterward

If customers are not listening to you and you’re able to record the call, have a screener listen to the call afterward. A screener can help catch any information that was missed during the call and provide you with feedback on ways to improve your call handling skills. For example, if you were having trouble getting a customer to enter their account number, ask them to enter it so you can check their account. Be sure to record the call so the screener can listen to the phone call and catch any information that was missed. You can also ask the customer to speak the account number into the phone so the screener can type it into the computer and provide you with an account number.

Summarize what you just said and tell them to repeat it back to you

If customers are not listening to your instructions and you’ve tried restating your instructions in different ways, you may need to get their attention and response. To get their attention, summarize what you just said and then tell them to repeat it back to you. This will help them focus on what you’re saying and make sure they’re listening. For example, let’s say a customer calls with a service issue and you ask them to unplug the modem and plug it back in, but they don’t understand why. If they ask why they should unplug and then plug it back in, tell them to unplug the modem so you can check to see if there’s a service outage in their area. After they’ve unplugged the modem and plugged it back in, tell them to wait 15 minutes to see if service returns. If they ask why they need to wait 15 minutes, tell them that’s the average amount of time it takes for their internet to come back on. Tell them to wait 15 minutes before trying to log back into their internet.

Change up your communication medium – Chat, email, etc.

If customers are not listening to you on the phone and you’ve tried everything else, change up your communication medium. If you’re on the phone with a customer, ask if they’d like to switch over to email or open a chat so they can respond at their own pace. For example, let’s say a customer calls with a technical issue and you ask them to describe the problem, but they don’t appear to be listening to you. Tell them you’d like to switch to a chat or email so they can respond at their own pace and in their own way. If you’re on the phone with them and they don’t appear to be listening, it’s best to change up your communication medium and help the customer respond at their desired pace.

Conclusion

Communication problems are some of the most common issues that arise between customers and businesses. It’s important for businesses to take their time listening to customers and properly addressing their concerns. If a business representative is not taking the time to listen to the customer, it’s harder to come to a solution that works for both parties. When a business representative listens to a customer, they can better understand what the customer needs and come up with an appropriate solution. If you feel like customers aren’t listening to you, try using the tips in this article to better engage with your customers.

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