{"id":4263,"date":"2017-01-03T17:19:52","date_gmt":"2017-01-03T17:19:52","guid":{"rendered":"https:\/\/live-alliance-virtual-office-blog.pantheonsite.io\/?p=4263"},"modified":"2026-04-14T12:34:41","modified_gmt":"2026-04-14T16:34:41","slug":"live-receptionist-101-what-happens-when-your-disgruntled-customer-calls","status":"publish","type":"post","link":"https:\/\/www.alliancevirtualoffices.com\/virtual-office-blog\/live-receptionist-101-what-happens-when-your-disgruntled-customer-calls\/","title":{"rendered":"Live Receptionist 101: What Happens When Your Disgruntled Customer Calls"},"content":{"rendered":"\n
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From time to time, every business runs into a situation involving a less-than-satisfied customer. Your product threw a glitch, your online booking transaction failed at the crucial moment, or a bug in the system charged your client twice.<\/span><\/p>\n\n\n\n

Or, perhaps the fault doesn’t lie with you at all.<\/span><\/p>\n\n\n\n

Regardless, what really matters is how you communicate with the affected party during those times. <\/span>This is especially important when the caller in question isn’t even your own client.<\/b><\/p>\n\n\n\n

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Related:<\/strong> Answering Services for Small Businesses<\/a><\/p>\n\n\n\n

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That’s the reality of<\/span> Alliance’s team of virtual receptionists<\/a><\/span>.<\/span><\/p>\n\n\n\n

It’s their job to answer incoming business calls on behalf of Alliance clients, and liaise with the caller before patching the call through or taking a message. Around 90% of calls our receptionists handle come from our clients’ customers, the rest are suppliers, remote team members, friends or family, and cold callers.<\/span><\/p>\n\n\n\n

Occasionally, our receptionists pick up a call from a less-than-satisfied caller. Since our receptionists are the front of our clients’ businesses, it’s their job to act professionally at all times – even if the conversation starts off on the wrong foot.<\/span><\/p>\n\n\n\n

Disgruntled callers<\/h3>\n\n\n\n

As the first point of contact for the client, our receptionists often take numerous calls from the same person or company. On the plus side, this allows our receptionists to build great rapport with frequent callers and add a more personal touch to the conversation.<\/span><\/p>\n\n\n\n

However, in the case of complaints, it becomes highly unpleasant when receptionists take repeated calls from disgruntled callers over an unresolved situation between the caller and our client.<\/span><\/p>\n\n\n\n

Alliance is prepared to deal with such situations through a Call Escalation Policy. In a nutshell, here’s how it works:<\/span><\/p>\n\n\n\n