Angry Customers: A Call Center Representative's Guide

Whether you work from a virtual office or on-site, the one thing that anyone who does phone work has to deal with is angry customers. There are several ways to handle a customer who is upset; if done right, this call can end satisfactorily for both parties.

Be sure to say Thank you often. You would be surprised how much this little phrase can help. This phrase should be said at the very least two times, Thank you for calling, once at the beginning and once at the end of the call. Saying this right from the start may be able to put them in a good mood and stop any problems before they start. Another way to diffuse a situation is to use a little humor. Humor should never be in bad taste but some well placed humor could put your customer in a good mood.

The most important thing to remember is to listen to the customer. Even if you know that there is absolutely nothing that you can do about this problem. Sometimes just having someone listen to their problem is enough to calm them down. When they have explained the problem and it is your turn to speak, do so with a sympathetic voice. Even if they were loud, even if they were rude, and even if you are annoyed don't let any of that come through in your voice. Be nothing but pleasant and agreeable. Just remember that calls like these are all part of your job.

Try your best to help with your customers problem. Sometimes if they see that you are really trying to help them they will relax a little. If there is just nothing that you can do to help then refer them to someone who can help. Make sure that your referral is accurate so the customer doesn't have to call back on your line again.

Bad language is not acceptable, if your customer starts to curse at you follow your company's policy's. Most company's have polices on record about how to handle this situation. If you don't have any specific directions on this situation then follow this rule: Give them one warning that this kind of language is not acceptable and if they continue hang up. It is not you job to be cursed at.

Remember that these kind of calls just come with any type of customer service job. If you do receive a call like this don't be discouraged as %99 percent of calls go very smoothly. Just follow these steps and you will be able to deal with the call successfully.