Handling Irate Callers

1.1 Write GO if the statement is cooperative. Write STOP if it is confrontational. Clue words had already been underlined for you.

1.) I cannot remove that because everything here in eBay is system generated. Policy is policy.

2.) That’s impossible. We always send out this information to claimants. Did you throw it out?

3.) It’s odd you didn’t receive the information. We usually send out this information to claimants. Perhaps it’s just gotten lost somewhere.

4.) There is no point arguing with me. You have to contact your buyer and file for a cancel transaction request.

5.) I don’t think that would be possible at the moment. If you want to pursue it, the best thing is to contact the buyer and ask for a cancel transaction request. Would you like me to walk you through on how to get the contact numbers?

6.) Your user ID is invalid. Are you sure this is your user ID?

7.) I guess we’d better take a look at that. Let’s see what we can do about that.

8.) You don’t have any other choice but to wait.

9.) You’re right . Some members think that way as well. Would you like me to walk you through on how to do it?

10.) My Supervisor will say the same thing as what I said.

1.2 Work with your group and write 3 qualities of cooperative and confrontational language.

UNIT GOALSAt the end of this unit, you will:

• Differentiate cooperative and confrontational language

• Use cooperative language

• Distract hostile members

• Set and enforce limits

Cooperative Language Confrontational Language

1.3 Listen as your trainer discusses the following.

1.4 Work with your group. Think and discuss.

How can we convey that we are genuinely listening to the member’s concern through what we say? How do you handle members who are angry or who have unacceptable behavior? Why is cooperative language important in defusing irate customers?

1.5 Work with your partner. Revise the statements to make them sound more cooperative.

Cooperative Language suggests you are

Willing to consider the other person’s positionCustomer: I already sent the file yesterday.CSR: We usually receive the files by Tuesday, but let me check to be sure.

Recognizing you COULD be wrong

CSR: There must have been some misunderstanding. Let me clarify myself.

Inviting the person to discuss rather than fight / disagree

CSR: You have a valid point. Why don’t I take note of that so we can improve our website?

Trying to work with and not dictate

CSR: Let me explain how things work here in eBay.

Leaving or offering choices

CSR: There are still other available options if you were not able to contact your trading partner.

Not interested in finding someone to blame

Customer: This company is rubbish!CSR: You seem upset. Could you tell me what happened so I could help?

1. I don’t really deal with that. It’s not my department.

2. That is not our policy.

3. Listen to me first. I’m not yet done talking.

4. You don’t have any other choice but to wait.

5. Are you sure this is your USERID?

6. I know what I’m doing.

7. What you’re saying is not possible at all. Everything here

is system-generated.

8. That’s right. You should be sorry for giving the incorrect

information.

1.6 Go around the class and ask for answers. Write the answers below.

1. Can you tell me why I’m talking to a man?

2. I don’t think you know what you are doing. I think I’m better suited for your job.

3. Why can’t you contact my trading partner? Are you dumb?

4. You haven’t been listening to me, have you?

5. I want you to connect me to the Office of the President right now. I don’t care

how long it will take. I will not leave until I speak to him!

1.7 Write 3 more challenging questions. You may use any of the following scenarios:

insults your competence makes persistent and frequent phone calls won’t stop talking on the phone asks inappropriate questions wants information you’re not allowed to give asks about restrictions and you need to explain company policy/procedure

6. _________________________________________________________________________?

7. _________________________________________________________________________?

8. _________________________________________________________________________?

1.8 Select an eBay related dead end scenario. Working with your partner, come up with appropriate responses to remarks left by difficult members. Write your dialogue in the boxes below.

“The way you phrase things to hostile customers affects their reactions. You can sound arrogant, disbelieving, mistrustful, challenging, and uncaring, or you can sound cooperative, willing to listen and discuss, and be flexible.”

“The way you phrase things to hostile customers affects their reactions. You can sound arrogant, disbelieving, mistrustful, challenging, and uncaring, or you can sound cooperative, willing to listen and discuss, and be flexible.”

1.9 Listen as your trainer discusses the different CARP defusing techniques. You may take down notes below.

C Control Make the member respond to you.Distract to control.

Dead End Scenario:

Member: Member:

Agent: Agent:

Member: Member:

Agent: Agent:

Member: Member:

Agent: Agent:

Member: Member:

Agent: Agent:

A Acknowledge Empathize and acknowledge.

R Refocus Go to resolution by refocusing. Use an accountability statement.

P Problem Solving Don't deal with the problem unless you have dealt with the emotion.

Quick Tips!

• If you take the bait, you lose. PERIOD. • Always use cooperative Language. Avoid confrontational language. • Don't forget to always refocus! • Ventors calm down after venting. For “obsessors”, the more they vent the more they become upset!

1.10 Select which of the two statements is more effective in setting and enforcing limits to hostile customers.

You’re right!

You're right! / You have a valid point. Let me [refocus]

Ask WHEN Question

CSR: When did you file the case?Customer: I think yesterday.CSR: I see. Let me [refocus]

The Surprise Mode

That's interesting. Some people do think that way. Let

me [refocus]

The Topic Grab Customer: It’s my son’s birthdayCSR: How old is he now?Customer: SevenCSR: My son’s the same age. By the way, [refocus]

Telephone Silence

Customer: Hello? Are you still there?

CSR: Yes, I am here. Let me [refocus]

Broken Record (in between customer interruptions)

CSR: I understand it’s frustrating. Let me…CSR: It is upsetting. I will...CSR: Now let me

1. A: Sir, if you continue to swear and yell, I will have to end our conversation. Would you prefer to continue or to stop now?B: Sir, unless you calm down, I will have to end our conversation now.

2. A: I would appreciate it if you would stop yelling. B: If you continue to shout or yell, I will have to end the conversation. Would you like to continue discussing this or to stop now?

3. Sir, if you continue to swear, I am going to have to end this call. **Customer ignores and continues. A: Sir, I explained to you that I won’t continue this conversation if you continue to curse at me. I am ending this discussion now, but you are welcome to come back some other time. B: B: Sir, I warned you. I’ll hang up now.

4. A: You are welcome to come back. B: You are welcome to come back when you are calm.

1.11 Write your own setting and enforcing limit statements below. Use the following format.

• Setting Limt: _______________________________________________________________________

• Enforcing Limit: _____________________________________________________________________

1.12 Practice setting and enforcing limits with a partner.

1.13 Select a dead end scenario and role play a conversation. Use the form to evaluate.

[Answer Key] Handling Irate Callers

Partner’s Name: _______________ Evaluator: _________________ eBay Issue: ________________

YES/NO Guide Questions

1. Not take the bait by being defensive

2. Use cooperative language

3. Acknowledge member’s feelings

4. Refocus first before going to problem solving

5. Use CARP defusing techniques

1.14 Evaluate yourself. How well can you do the following? Encircle your answers.

CAN YOU:1. Speak in cooperative language yes a little not yetGive an example statement:

2. Respond to challenging scenarios and remarks yes a little not yetGive an example statement:

3. Defuse difficult conversations using CARP yes a little not yetGive an example statement:

4. Set and enforce limits yes a little not yetGive an example statement:

1.11. STOP2. STOP 3. STOP 4. GO5. STOP6. GO7. STOP8. GO 9. STOP

1.2 (Answers may vary)Cooperative Language suggests you are:

Willing to consider the other person’s position Recognizing you COULD be wrong Inviting the person to discuss rather than

fight/disagree Trying to work with, not dictate Leaving or offering choices Not interested in finding someone to blame Helping the customer save face

Confrontational Language suggests you are: Absolutely certain you are right Unwilling to consider the other person’s position Challenging the other person Confrontational, primed for a fight Trying to limit the choices of the other person Blaming the customer Not allowing the customer to save face

1.3 – 1.4 N/A

1.5 1. We have a team of experts here that can better help you. Would you like me to connect you with that department?2. Let me explain our process. 3. I’d like to help you, but I’d need to first explain our process.4. The best option we have right now is to wait. 5. Let me verify if I got your userID correctly. 6. I’d like to help you with your concern. Let’s work on this together. 7. Well, here in eBay, this is how things usually work. 8. That’s alright. Thank you for giving me the correct one.

1.6

1. I can sense that you are upset. I’d like to help you resolve this. 2. You seem frustrated. Perhaps if we work on this together, we might be able to find a solution that works for you. 3. Well it’s best for you to contact your trading partner directly so that you could come up with a solution that works for both of you. What I can do in the meantime for you however is… 4. We also offer protection for sellers like you. For example…5. I understand the urgency of this matter. I’m afraid I am not authorized to connect you to the Office of the President, but what I can do is to take note of your concern, so we could raise it to the right department. Could you tell me how I could help you?

1.7 – 1.9 N/A

1.101. A2. B3. A4. A

1.11 – 1.14 N/A