Transactional Analysis in Call Center – Means to Manage Difficult Customers
Most call center agents experience some kind of unpleasant interaction or harassment while talking to their customers. Being in call center outsourcing service, it is quite evident that service providers are found to follow the sole rule that customers should always be right. In order to understand the customer behavior in a more scientific and advanced way, let’s find what transactional analysis is all about.
Transactional analysis happens to be one integrated approach to the given theory of psychotherapy and psychology. According to the experts, transactional analysis is an innovative approach that can work well on physiological structure of the customers. This is the theory, which is specially based on the given theory of human behavior. And the given name of the model is Ego-State model.
In the Ego- State model there are 3 phases in total including parents, adults and the children ego states. Let’s find out the given three phases below.
This is the phase or state where we individuals try to copy behavior of any influential person in our own lives. This is often termed as unaware mimicking. In such a stage, a customer can shout on the call center agent. It can be so that the customer has seen his or her parents shouting to get anything done
A person found to be in the adult ego state will be found to have the more realistic view of the given objectives. In such a state, customers will also get a more positive view of the entire situation
The state of child ego is the third and the last stage of the entire Ego-State model. In this stage, customers can mentally behave like a child. For instance, a customer can start behaving sullenly or may even start crying after any poor evaluation. He or she can even respond joyfully after attaining brilliant call center services. On the whole, this is the state when people mentally behave like a kid.
If you are a call center agent and finding it difficult to handle customers, then you need to study about all these above ego stages. However, if you own a BPO firm, be sure that your customer care executives understand all these above mentioned states and execute customer service operations accordingly.
Few Points to Avoid At the First Place:
Considering the above ego states, a customer care agent should always consider a few pointers to avoid the following situations while on call. These include:
• Going into the silent mode without replying to the customer call
• Feeling irritated and annoyed because of customer behavior
• Shouting back at customers
Few Points to Be Taken Into Account:
• A call center representative should always consider applying logic and facts to attain the positive outcome
• Customers found to be in child or aggressive parental Ego-State can worsen any situation. They can also hinder the capability to reach out a solution. So an agent should be patient enough to handle any situation
It will always be recommended that customer care agents should make amends and apologize whenever it is necessary. Being calm and composed will help agents to come up with suitable reply for customers.