"I want to speak to your manager!" 😡 No more fear! Master the art of handling tough customer service situations and turn them into opportunities for outstanding support. 💪
In my experience training one of Malaysia's largest insurers, I have encountered various challenging customer service situations. One of them is handling the "I want to speak to your manager, you're useless, I don't want to talk to you" scenario. Here's how to effectively manage it:
▪ Remember the cardinal rule of customer service – understanding is key
▪ First, don't take it personally. Smile with understanding (not sarcastically)
▪ Then, use the correct tone to ask for the root reason WHY they want to speak to someone else. Avoid asking, "Why do you want to see my boss/manager?" as this might imply there's someone higher than you.
▪ Empathize with them, no matter their response. Typical answers may include: "You're very rude," "You can't make any decision," or "You don't know what you're talking about." Most of the time, it's because you're unwilling to give them the solution they have in mind.
▪ Use a confident tone to assure the customer that you are the best person to help them.
▪ Reconcile with them by showing your willingness to improve and meet their needs.
Here's a suggested script:
Us: "Datuk Seri Smith, I can see you're frustrated. Why don't you tell me why you'd like to request someone else so that I can help you better?"
DSS: "It's because you're useless, you don't have any power to make a decision."
Us: "Thank you, Datuk Seri. I can understand where you're coming from. It can definitely be very frustrating, especially when you're in an urgent situation like this."
Us: "Now, as the expert in charge of your file, I'm the best person to help you resolve this issue quickly. So, why don't you tell me what I can change in order to serve you better?"
DSS: "Well, you can be more professional and explain it better! Didn't you go through proper training?"
Us: "Thank you, Datuk Seri. I can definitely be more professional from now on. Let's get started…"
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