...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. 鈥淵ou have to keep calm,鈥� says Mike Kemp, head of Sanctuary Housing鈥檚 customer service centre. 鈥淭he moment you raise your voice , they raise theirs.鈥� Speaking more softly and slowly will make you sound less aggressive. Martin Mumford, Oxford council鈥檚 area manager for housing services, says: 鈥淚f someone鈥檚 shouting at you, you may feel yourself getting angry, but you musn鈥檛 let it show.鈥�

2. understand the problem

To solve a problem you must first understand it, so listen well. 鈥淚t is vital that the caller knows they鈥檙e being listened to,鈥� says Steve Lazarus, director of Keystar Training. Make reassuring sounds, take lots of notes and don鈥檛 interrupt.

3. don鈥檛 fuel the fire

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

鈥淭he minute you start to justify what has happened,鈥� says Bob Hazell, director of Advanced Training, 鈥測ou鈥檙e pouring more petrol on the fire.鈥� 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: 鈥淣ever, never tell the caller to calm down.鈥�

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. 鈥淚t鈥檚 the little stuff that causes the major problems,鈥� says Kemp. 鈥淚f a radiator leaks, and keeps dripping into a tray, that鈥檚 when it gets more and more irritating.鈥� 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. 鈥淎nd make sure you leave the call on a positive note,鈥� says Kemp. So rather than saying, 鈥渨e can鈥檛 do that repair until a certain date,鈥� try, 鈥渢he good news is we can fix it on a certain date鈥�.

Source

Housing Today