Dealing with an angry customer over the phone will test your patience.
In any customer service situation, someone may become angry in a matter of seconds if something "triggers" him. However, when someone is already angry when he calls, the chances of the situation escalating are higher. When dealing with a customer, the last thing a customer service representative wants is for the argument to escalate. Using various tactics to calm a customer down is an effective way to prevent the anger from going any further.
Instructions
1. Remain calm. Whether you're getting cussed out or taking personal verbal attacks from a customer, you must avoid, at all costs, getting upset or angry with the customer. This includes being sarcastic. If you feel as though you are unable to keep your cool, it's best to hand the phone over to someone else or to transfer the call to someone more likely to be able to help.
2. Let the customer rant. It is likely that there is a lot that the customer wants to get off her chest. Let her speak, cuss, yell or whatever is necessary. Be patient with her. After she has finished, acknowledge her anger by saying something along the lines of, "We understand that you're angry. You're absolutely right, this shouldn't have happened." When she realizes that her concerns are being addressed, she will be more likely to calm down in order to get the situation sorted out.
3. Give him something free. If the company messed up or the product was ineffective, provide the customer with a freebie. Strike first by offering something to show the customer that you care and you are truly sorry for what has happened. Whether it's a discount, free shipping on his next purchase or a free item, most of the time, a customer will be pleased and calm down enough to figure out a solution for the problem.
4. Apologize. Tell the customer that you're sorry for the problems she is having with the company or product. Explain that you vow to resolve this issue as soon as possible and that you will begin working on it as soon as you get off of the phone.
5. Provide him with options. Do not end the phone call by saying you will get back to him. Instead, provide him with solutions, ask him which sounds best to him, and after agreeing, provide him with a specific time frame when you will get back to him. Two or three days max is an acceptable time-frame, but the earlier the better.
6. Stay true to your word. Do not hang up the phone forgetting about the customer. Start working to resolve the issue immediately, or hand the issue over to someone who can start working it out. Any delay will create even more frustration.
7. Give the customer what she wants. If the customer was misinformed and is ranting because of her own mistake, don't spend time arguing with her. Instead, think about how much time you're wasting trying to get through to an angry person. It's better to just let the customer have what she wants, and then politely guide her to the proper web page where your policy is. This will help to avoid problems in the future. Be as humble and courteous as possible. Try not to come off as though you are blatantly telling her that she's mistaken.
