How To Handle An Irate Customer On The Phone

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How To Handle An Irate Customer On The Phone Video

how do you handle an irate customer in a call center

How To Handle An Irate Customer On The Phone Video Transcript

how do you deal with an angry person on the phone

how to handle an irate customer on the phone if you work in customer service or own a business you will occasionally need to take calls from angry customers how you handle these calls can determine the quality of reviews you receive and the success of your business the most important thing to do is stay calm make them feel listened to before you offer solutions if the customers anger is escalating out of control try to calm them down but know when to step away remaining calm do not react keeping calm is key reactions such as anxiousness or anger while natural will make things worse if the customer views you as calm and professional the customer will tend to mirror your reaction try focusing on your breathing by taking deep calm breaths do not be obvious about breathing heavily however it may come across as creepy or sign allow venting let the angry client talk through their problems and explain all the reasons they’re unhappy do not interrupt if you have a question wait until the person is finished ask it be patient this may take time on the customer’s part do not argue contradict or otherwise engage in a fight even if the customer is patently wrong if the customer feels heard it is often the most important part of the interaction customers will often eventually become much more agreeable just because they’re listened to sometimes even if the issue cannot be handled it’s not personal an angry customer probably won’t be careful about the specific language they use when they say you messed this up they usually mean the company messed up remember that this isn’t about you and taking it personally will stress you out unnecessarily encourage them with brief verbal prompts the customer cannot see you so some verbal feedback helps reassure that the line has not gone dead and you are listening as they talk make indications that you are listening such as uh-huh okay and oh wow this will assure them that you are paying attention and make them feel like you want to hear the whole story three use a level voice your instinct may be to raise your voice in response to being yelled at but this will only make matters worse it will escalate the conversation to an argument and the customer won’t trust you to help them keep your voice level throughout the call never speaking above a normal conversational tone

how do you deal with an angry person on the phone

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