Don't lose your customers by losing your temper.
With the right strategies, it is possible to turn an angry customer into a satisfied one or, at the very least, a calm one. The right tone, attitude and words can make phone-based interactions with angry customers productive for both you and your callers. Knowing deal with the behaviors of angry customers can help assure you that you'll be able to deal with any type of problem that arises.
Instructions
1. Respect the customer by following proper phone etiquette. Pay him or her your complete attention as he or she talks. Avoid actions such as checking your emails or chatting with friends on messengers while talking to customers. Be sure not to talk to customers with gum or candy in your mouth as doing otherwise demonstrates a lack of respect towards your callers.
2. Listen to the customer without interrupting. Allow him or her to release any anger or frustration as he or she is talking. Sometimes all your customer may need is someone to listen to a complaint or concern; after venting any frustrations, the caller may calm down. Ask questions only after the customer finishes speaking.
3. Don't take your customer's angry words or actions as a personal assault and retaliate in kind; two angry people will only make the situation worse. Realize that your customer's anger is directed toward the company and its services, not you. Be patient and see the situation from the customer's perspective. Doing so will help you better understand their reactions.
4. Offer an apology if the situation calls for it. Remember that while the customer may be wrong in his or her accusations, the problem he or she has experienced is real and your apology is for that problem. Keep your voice sincere and firm and address the customer by his or her name. Say something like, "I'm really sorry you had to undergo this, Mr. Stewart." Empathize with their reaction by noting something along the lines of, "I can understand your anger and frustration, Mr. Stewart."
5. Keep away from phrases such as "No, that's not possible" and "I don't know" when talking to your customer. Understand that the customer calling you expects you to solve their problems; negative responses will more than likely fuel additional anger. Substitute negative phrases with positive ones such as, "Let me see what alternatives we have" or "Let me go through your records so that I can answer your questions better."
6. Resolve the issue to the customer's satisfaction. In case the resolution of a given problem requires additional research on your part, let the customer know and assure him or her that you'll call back within a reasonable timeframe. If that's the case, however, make sure that you make the call at the scheduled time and update the customer about the status of his or her issue.
7. Connect the customer to other relevant personnel if needed and stay on the line until the other person takes the call. Be sure to explain the problem to the other person and let him or her take it from there.
