Mina can feel her blood pressure rising. The customer on the end of the phone is getting angrier. Mina needs to make things right.
Here’s how we’d help Mina deal with this problem. You can use the same strategies when handling difficult phone calls from your own customers.
The nonverbal ways Mina shows she’s listening when face-to face – body language, nodding, eye contact –aren’t much use on the phone. Mina must use her voice as a verbal equivalent of these visual signals. Saying things like ‘OK’, ‘I understand’, or ‘uh-huh’ regularly will tell her customer that she’s listening.