Dealing With Challenging Callers


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Call Center session for dealing with challenging calls and situations.

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Dealing With Challenging Callers

  1. 1. Dealing with Challenging Callers in the Fremont Bank Call Center Presented by Kathryn Gunderson Fremont Bank Training Manager
  2. 2. So…..why are we here today? <ul><li>Personal reasons </li></ul><ul><ul><li>What’s in it for me? </li></ul></ul><ul><li>Business reasons </li></ul><ul><ul><li>“ Line of sight” focus </li></ul></ul>
  3. 3. Costs for today’s session: <ul><li>Development costs </li></ul><ul><ul><li>$1600 +/- </li></ul></ul><ul><li>Overtime costs </li></ul><ul><ul><li>$ 750 +/- </li></ul></ul><ul><li>Overhead </li></ul><ul><ul><li>food, utilities, etc. </li></ul></ul><ul><ul><li>your gasoline $$$ </li></ul></ul><ul><li>Opportunity costs </li></ul>
  4. 4. Opportunity costs—priceless!
  5. 5. Potential benefits to today’s training <ul><li>We recover our investment </li></ul><ul><li>We achieve a positive return on investment (ROI), not just regaining costs but adding value to the bank! </li></ul><ul><li>We keep clients </li></ul><ul><li>We make our managers happy about the investment in training and make a better business case for ongoing training </li></ul>
  6. 6. <ul><li>According to BAI Online, Banking Strategies , May-June 2007, research “shows an emerging economic era in which emotional experiences are the foundation for economic growth .” </li></ul><ul><li>“ Most of our economic decisions are based on our emotions.” </li></ul>
  7. 7. With that research in mind, consider the following questions <ul><li>What role does your skill in dealing with clients’ challenging emotions and behavior play in making Fremont Bank successful? </li></ul><ul><li>What role does your ability to manage your own behavior and emotions play in making Fremont Bank successful? </li></ul>
  8. 8. Why try to keep our angry clients? Can’t we just get new, nicer ones?
  9. 9. Here’s why…. <ul><li>According to one source, it costs five to ten times as much to get a new client as it does to keep a client! Client retention pays off. </li></ul><ul><li>Satisfied clients offer suggestions for making the organization better.  With effective client retention practices, we can boost profits by 25% or more, according to another source. </li></ul><ul><li>This means you have a potential to make a tremendous impact on our client base. </li></ul><ul><li>When it comes to solving problems for our clients, retention starts with our Fremont Bank Call Center professionals! </li></ul>
  10. 10. Putting the emotions into context <ul><li>What are the situations that prompt clients to call, in an annoyed, frustrated, or angry state? </li></ul><ul><li>How is the client affected by this situation? </li></ul><ul><li>How are you affected by this situation? </li></ul><ul><li>Who has the best chance to control and improve the situation, and why? </li></ul>Professionalism Anger Rudeness Disrespect
  11. 11. Objectives of Today’s Session <ul><li>Recognize symptoms and types of anger in our clients </li></ul><ul><li>Differentiate anger levels </li></ul><ul><li>Learn techniques to deal with anger on 3 levels </li></ul>
  12. 12. Let’s Get It Started <ul><li>Opening discussion </li></ul><ul><li>Three levels of anger </li></ul><ul><li>Practice with scenarios </li></ul><ul><li>Video scenarios </li></ul><ul><ul><li>Discussion and analysis </li></ul></ul>
  13. 13. Three levels of anger <ul><li>Controlled </li></ul><ul><li>Expressed </li></ul><ul><li>Irrational </li></ul>
  14. 14. Think about a time when …. <ul><li>Group 1 </li></ul><ul><li>You were angry but able to control it. </li></ul><ul><li>Group 2 </li></ul><ul><li>You expressed your anger openly. </li></ul><ul><li>Group 3 </li></ul><ul><li>You were so angry that you became irrational. </li></ul>
  15. 15. Considering those situations, <ul><li>how did that level of anger appear … </li></ul><ul><li>… in your voice? </li></ul><ul><li>… your body language? </li></ul><ul><li>… your feelings? </li></ul><ul><li>Come up with a list and be ready to share </li></ul><ul><li>and compare across the levels. </li></ul>
  16. 16. Regaining your perspective <ul><ul><li>Keep handy a tally sheet of “wins” back from the brink of disaster. </li></ul></ul><ul><ul><li>Keep letters and commendations within your line of vision so you can remind yourself of your successes. </li></ul></ul><ul><ul><li>Keep handy a few recorded calls that were successful, listen to them, and remind yourself that you are a professional and you do a good job with most of your clients, most of the time. </li></ul></ul><ul><ul><li>Jot down notes on one that just “went down in flames” and think about ways to learn from the interaction and/or even to make it better—is there something you could do to follow up? </li></ul></ul><ul><ul><li>If you do have a call that ends badly, despite your best efforts , make a note or check off on a standing check list all the RIGHT THINGS you did to make it work. </li></ul></ul><ul><ul><li>Acknowledge to yourself that you did your best, take a deep breath, and move on to the next call. </li></ul></ul><ul><ul><li>Look at the tough calls as opportunities for practice: the more practiced you become at handling them and moving on, the more resilient you will be and the more healthy you will be! </li></ul></ul>
  17. 17. Your turn! What else can you do?
  18. 18. With a little help from your friends… <ul><li>Looking around the room at your colleagues, what are some specific reasons that your coworkers do not deserve to feel bad about these situations. </li></ul>Professional Conduct
  19. 19. Remember: <ul><ul><li>It’s the situation </li></ul></ul><ul><ul><li>It’s the problem </li></ul></ul><ul><ul><li>It’s not you—unless you choose by your behavior to become part of the problem </li></ul></ul><ul><ul><li>It’s your opportunity to exercise your power as a client services professional and not just prevent a potential loss but even strengthen the client’s relationship with Fremont Bank! </li></ul></ul>
  20. 20. Thanks for your time today! Super Rep to the Rescue!