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  • Writer's pictureZag Global

10 Ways to Deal with an Angry Customer at a Call Center

Call centers are meant to provide the best customer care services to clients. The best and most successful call center agents know the importance of providing personalized solutions to their clients and the fact how importance it is to create a bond with their clients. On the flip side of the coin, even the most skilled call center agents occasionally face angry or unsatisfied clients. It might not be the easiest thing to deal with. Dealing with unsatisfied clients, however, has long-term benefits and can teach you vital skills.

Want to know how to handle angry clients? Here are some useful ways for dealing with frustrated clients.

Stay Calm

Maintaining composure is crucial for keeping your emotions and the situation under control. Adopt a calming tone and intensity of voice. Indeed, people might unconsciously hold their breath in times of extreme stress. An already uneasy position may become even more problematic because of this. Keep deep, steady breaths and use them as needed during the dialogue.

Be Patient

Customers can be a bit impatient at times, especially those who are angry or unsatisfied. A more pleasant call and a speedier resolution of their problem can help you in calming them.

Active Listening

Before taking any action, double-check that you have all the right client information. Don't forget to inquire about their identities, calling them by their name will make them feel more personalized. You can speed up the process of mending fences by making your address more direct and heartfelt. Keep in mind that the vast majority of your clients just want to vent. They will be more receptive to finding a resolution once they feel safe expressing their worries.

Reflecting on their Story

Callers need to feel heard. If you have listened to them, show it in your ability to condense their concerns and communicate back to them. Here are some ideas for opening sentences that show your concern toward them:

  • "I completely understand your concerns."

  • "What you're saying makes sense, and I get it."

  • "I appreciate you telling me about your worries."

  • "For my part, I will spare no effort in resolving the problems at hand."

Don’t Become too Emotional

Although the agent may sometimes get the impression that the consumer is making personal attacks but it’s never like that. This can take a toll on your feelings. You should avoid taking an offensive stance. Avoid becoming defensive, as it may inflame the customer's frustrations and make compromise more difficult.

Offer them Choices

Angry consumers want to know that you hear them, but they also want to know what you plan to do to make things right. Give the client a sense of relaxation, by offering them multiple solutions. In case of any update, will you be giving them a follow-up call? If you can offer them a refund, or a voucher. Effective and clear communication is crucial and necessary.

Don’t Get Personal

It's easier to say than to do this. Keep in mind that the customer is not venting anger at you. There could be several underlying causes that have nothing to do with any given person working at a call center. Do your best to resonate with them and view things clearly. When put in a similar position, what would you prefer to happen? Exactly how would you like to see these problems fixed?

Stay Positive

You shouldn't respond negatively to negative feedback. Don't try to outdo an angry client; that will just make matters worse.

Refrain from adding fuel to the fire, instead, stay positive and have confidence in your ability to help. It’s important to maintain a positive attitude even if it doesn't initially pay off.

Securing the Bond

Sometimes, even after bringing a customer back from the brink, the time isn't right to make a major sale. It is essential to maximize the benefits of the discussion.

Develop trust with the potential customer by offering multiple solutions and then securing a next step that will answer their questions and get them closer to making a purchase. Many different strategies can be employed. For instance, plan a follow-up call to discuss things in greater detail, or arrange a face-to-face appointment or demo so that the client can see, and trust is developed.

Take Notes

A recording of a call with an angry consumer should be made regardless of what happened during the conversation. The results of a call can have an impact on subsequent sales efforts.

Even if a call doesn't result in a sale, there is still a wealth of information that can be learned from it and applied to the sales process.

There's nothing enjoyable about having to calm down angry clients. However, if these situations are handled professionally and quietly, clients who were previously upset may become regular clients.

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