Validity

How should your customer call center operators deal with complaints that simply aren't valid? For instance, let's say that you run an e-business, and that a client complains that you failed to make a delivery. You may have a billing statement with the client's signature that states very clearly that she received the product. However, she's in an irrational state, and she refuses to acknowledge your argument.

While it's tough to manage even rational customer complaints, it's much harder to deal with these ridiculous, invalid claims. Your gut response might be simply to hang up on the caller. However, if you end the complaint without further investigation, you could run into a PR problem. You never know what a frustrated caller can be capable of in terms of fighting back against your business.

Handling Invalid Customer Complaints

On the other hand, if you appease the caller by offering a refund or by apologizing profusely, you could encourage the behavior. Of course, there is no universal way to manage invalid complaints. However, what you can do is to teach your call center operators how to manage their reactions to such calls. Indeed, these unpleasant experiences can be off-putting and can throw your operators off their game.

In the wake of such a call, you might want to give your representatives a 10 to 15 minute break to recover. Even though this may cost you a certain degree of efficiency, such conscientious management will come back to work in your favor. Your operators will see you as an ally, and they'll be more emotionally equipped to deal with future tough customer calls.