Tips for Dealing with Angry Customers on Customer Service Calls

Tips for Dealing with Angry Customers on Customer Service Calls

Working in customer service can be incredibly rewarding when a customer calls in with ananswering customer service calls easy question or wants to compliment the work your company is doing. But it can also be frustrating when a customer calls to yell at you about an issue that you have no control over. As a customer service or call center representative, you’re going to come across your fair share of angry callers. How you choose to handle these interactions will either lead to a successful resolution or losing the customer forever.

Handling customers who are unhappy with your product or service is part of customer service, but that doesn’t mean it has to be overwhelming. Before you come up with a plan on how to handle those situations, it’s important to understand the situation from both sides. Remember, you are the initial point of contact for your company, and angry customers are expressing their concerns about your company, not about you as an individual. You also need to remember that the customer is always right, and your number one goal should be customer satisfaction.

If you frequently handle customer service calls and are wondering how to deal with angry customers, here are four tips to follow:

Listen

When you come across an angry caller, the first thing you should do is listen to them before trying to diffuse the situation. Sometimes, all a caller wants to do is to vent their frustrations, and after doing so, they’ll apologize and allow you to help them solve their problem. This isn’t always the case, but you’ll never know unless you listen. Whenever a customer is speaking, you may find it helpful to write down their concerns. This will allow you to maintain your focus and help you figure out what to do next.

Smile when you speak

You may not think this matters since you’re talking to someone over the phone, but smiling can help ensure that you have a positive attitude throughout the conversation. Smiling helps your voice convey friendliness and openness, while keeping a straight face immediately removes that kindness from your voice. In the case of an angry customer, you may have to fake it, but smiling will help keep you calm and will make customers feel like you’re open to helping them.

Remain calm and never argue back

When customers take their anger a little too far, your natural reaction may be to defend yourself. However, it’s important that you remain calm and never argue back. Remember, you are a professional and you need to be the better person. Even in the most difficult situations, it’s important that you empathize with them and do whatever you can to resolve the situation.

Apologizing when necessary

When the time is right, it’s important that you apologize to the customer. Apologizing doesn’t mean that you’re agreeing with them, but it does mean that you understand where they’re coming from and are willing to make the situation right. It can be difficult to be genuine when you’re trying not to react to anger. However, you need to do your best to give a sincere apology. A few examples of a good apology include:

  • “I’m sorry you are unhappy with your purchase. Let’s work together to make things right.”
  • “I’m sorry you are frustrated. I understand where you’re coming from, and I will do my best to help you.”

Dealing with angry customers isn’t always easy, and it can be incredibly difficult to stay calm when a customer is yelling at you over the phone. When you listen, stay positive, remain calm, and apologize when appropriate, you’ll show them that you genuinely want to help, making it easier to come to a resolution.

To learn more about Main Line TeleCommunications, please download our free guide:   Free: 10 Tips for Choosing A Telephone

Related Links:
How to Choose a Professional Answering Service for Your Business
Answering the Call: The Real Value of Customer Service Explained
6 Things You Didn’t Know About Hiring a Virtual Receptionist