When the Caller is Angry

 You disconnect your call and find yourself shaking.  The caller was furious and nothing you could say seemed to help.

There may be a legitimate reason for the caller to be angry, late deliveries, poor service, unkept appointments, or promises, or unreturned phone calls may all push a caller over the edge.  As our client’s “employee”, we are obligated to present them in the best possible light.  The way we handle their callers can make or break their client relationships.  An angry caller is an opportunity to be of real value to our clients.  If you do your best to handle an angry person’s complaint in a courteous and professional manner, rather than hanging up, those irate customers can become a company’s best customers.  Here are some of the things we can do to control the situation.

Anger is a result of the caller’s frustration with their situation, not you.  Don’t take it personally.  When a caller is furious, respond calmly.

 Keep your voice soft and well-modulated.  It’s natural to raise our voices when we’re under attack; speaking softly forces people to listen.

 Listening is important!  A one-sided diatribe fizzles out in a minute or two when there is no opposition; stay composed and wait for the hostility to subside.

 Acknowledge the anger as soon as possible without interrupting.  Acting as if nothing is wrong will escalate the caller as they try to convince you there IS something very wrong.

 What angry people want most is for someone to FIX things. Let them know you understand the situation. “If this is the case Mr. Angry, (use their name whenever possible) I’d feel the same way; let me see if I can help.”  Then, tell them what action you are going to take.

 Never accept blame or agree that the caller is right.  “Let me research the problem and get back to you.” Or “I will call Ms. Maybe and tell her what you have told me.”  More often than not we find that the angry caller does not have the correct facts.  Research is always necessary.

 People sometimes use profanity to get attention.  Don’t let that make you compromise your professionalism.  Saying, “Let’s both take a step back so we can get this solved.” will put you on the same team, working toward a common goal.

 As customer service experts, we can go a long way to cement relationships for our clients. Your professionalism always makes a difference.