AnswerFirst

2. Don’t Take It Personally

We know that it can be hard to remain calm and not take it personally when someone is yelling at you on the phone Even the most battle-tested customer service agent won’t be able to feel good about being screamed at for something that’s not their fault, or was out of their control

But you need to realize that it really isn’t personal A frustrated and angry customer probably has a few reasons to feel angry and upset, and they’re trying to vent Yelling at you won’t make their problem go away, but it may make them feel a bit better

So try your best to not take angry callers personally They do not have a problem with you as a person – but with the company you’re representing Don’t take their anger or rudeness personally

However, there is a limit to this For example, if a person is screaming obscenities or slurs or is attacking you personally, talk to your manager or supervisor about what to do You may be allowed to hang up on the caller or transfer them to a manager or other higher-up in your customer service team

Angry people usually have a lot to say By the time they are talking to you, their minds have been swirling around and around, repeatedly going over their issues

That’s okay Let them talk

Your job is to listen Then, when they are done, reflect back on what they said Start your sentences with “I hear…” or “I am hearing…” At this point, you are not trying to solve their problem You are providing validation which is a crucial first step in diffusing a tense interaction

4. Apologize to Deescalate an Upset Caller

A sincere apology goes a long way towards calming down an irate customer An insincere one, on the other hand, will make the situation worse

The more personalized your apology, the more heartfelt it will appear Take some of the details from the customer’s complaint, and sprinkle them throughout your apology

Also, make sure to follow your apology with a specific plan of action Tell your customer how you are going to begin solving their problem

5. Repeat The Information They Caller Is Giving You

This is a very helpful “active listening” technique that allows you to ensure the customer feels like they’re being heard, and you’re ready to help them with their problem

For example, if a customer calls you and is very rude or upset because they were charged for a subscription that they canceled, listen to them carefully – then summarize what they’ve told you You could say something like: So, you’re saying that you were charged for your subscription to [SERVICE] even though you canceled it You would like a refund, and to make sure that your subscription is canceled so you’re not charged again Is that right? Repeating their information and asking if you are understanding them properly will give them time to calm down, and reassurance that you really are listening and trying to empathize with their situation

6. Whatever You Do, Resist the Urge to Put The Caller on Hold

When handling difficult customers at a call center, the absolute worst thing you can do is put them on hold Nothing is more irritating to an already angry customer than waiting on hold and not knowing what’s going on Prompt customer service is the very first step in proving an upset caller you’re committed to help him with his problem If you are researching their problem, talk them through it Let the customer know exactly what you are doing as you problem-solve This is one of the best ways to show them you care

7. Make an Offer

Empathy and apologies are necessary to gain the customer’s trust But if the phone call ends without anything other than an apology, only 23% of customers are satisfied

On the other hand, if you offer an incentive such as monetary relief, that figure jumps to 73% Clearly, the ultimate goal of all calls is either a resolution or some other form of compensation

If there isn’t a clear solution, consider letting the customer choose which course of action to take Having choices is calming because it offers a sense of control

Above all, don’t end the call saying, “Sorry, there’s nothing we can do ” That’s a sure-fire recipe for getting the manager or supervisor involved

8. Don’t Make Promises You Can’t Keep

If you have a rude customer screaming in your ear, it’s easy to promise things that you may not be able to deliver – just to get them to calm down, work with you, and stop yelling or being rude That’s completely understandable

But it’s a mistake If you make a promise that you can’t keep, your customer will be even more upset, and that won’t help your situation