How to deal with difficult people and customers on a phone helpdesk

The key role of a helpdesk is customer service. When those customers become difficult or overbearing, it can be hard to diffuse the situation. The caller may be frustrated for any number of reasons, most of which are nothing to do with the helpdesk analyst, but often they have to bear the brunt of their displeasure. The problem is compounded by the urgency of the situation. Impatient or aggressive customers usually want their problem fixed ‘right now’. So, the analyst is required to both calm the customer down and solve their issue within a very tight time-frame. It is not easy. Here is a very useful tip for anyone who finds themselves faced with this dilemma. ‘Deal with the problem, not the person’. In essence; solve the issue and you will override the tension.

Do Not:

1. Respond with aggression
2. Be overly submissive
3. Engage in a conversation you’re not confident about, if you don’t know the answer, defer it to another, or call back later.

Do:

1. Take control of the conversation
2. Anticipate questions and answer them before they are asked
3. Be aware that you are worthy of respect and speak accordingly
4. Offer solutions not excuses

So, if someone comes at you with a problem that frustrates them, try to take control of that problem. There is no need to be patronising, or to suggest that the caller has erred in some way, instead, simply take the matter off their hands. Before they even have a chance to bamboozle you with issues try to anticipate their next question and answer it. In this way you can take control of the problem and the conversation by giving them the feedback that they want. There is no point in arguing with an aggressive person, nor should you try and placate them, what they want is a solution. If you don’t know the answer don’t waste your time, defer the call to a colleague or suggest that you will find the answer and call them back (note: in this situation, always manage their expectations by giving them a time frame for this returned call). If you try to blag your way through or start mumbling, they’ll be all over you!

It helps if you know what you are talking about of course but the principle stands in all walks of life. People will try to dominate a conversation by throwing obstacles in your way to confuse you and undermine your confidence. Quite often this is simply because they’re under pressure and you’re seeing the results of that. The way to diffuse a ticking bomb is to waste no time in confrontation but to remove all emotion from the encounter and concentrate on fixing the issue. The worst thing you can do is find yourself embroiled in a difficult conversation with a confrontational individual. If you respond to the situation, not the person you will come across as both confident and assertive.