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Tips and Tricks to Calm the Emotional Storm
Emotional callers tend to discuss personal issues rather than facts. They will discuss the impact of the problem on their lives rather than explain the problem itself. Sometimes, the description of the problem changes during the call, and is often vague or incorrect. Technical issues might be beyond them, and they don't know how to describe their problem clearly.
Take control of the conversation without seeming impatient or overly forceful - Your patience tells the caller that you have everything under control, and they are more likely to listen to you.
Use the customer's name if necessary – This can help to get their attention and interrupt their emotional state.
Empathize with the customer.
Use closed-ended questions.
Reassure them – you’re here to help.
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