I hear what you’re saying, and I know how to help. You’re right. They are already talking to you and waiting for the problem to be solved. Any suggestions how to answer the persistent callers questions if no one available and when will someone call me back? Successful reply for me has been, “I’ve got the ball from here. So, we now know what phrases to use when dealing with the different types of angry customers in the call centre. This way they can later say you “talked over them”, BTW. When I’m upset about a situation, I want the person I’m speaking with to sound interested or at the very least curious about why I’m upset. (because we are not perfect) and the best line used on me was, “well how would you like to proceed mam, because I already told you (the option)?”. This site is really helpful and I learned a lot from this site as well as the comments left by above friends. First up, angry customers don’t always follow the stereotypical behaviours of a raised voice, shouting, blaming you for their situation or demanding more than is reasonable. Find out how to add empathy and build rapport during customer conversations by reading our article: Rapport Building With Angry Customers – With Examples. really helpful , I am in customer service from past 1 month and this article will surely help me. You’ve come to the right place to get this resolved. I have no way of knowing when the staff will be free to return calls. My supervisor suggested I look on line, and found your site.  You can also learn to build them into your call centre spiels, when thinking about how to handle angry customers. Let’s stop this parent / child customer / advisor relationship. Don’t say “Calm down.” Instead, say, “I hope you understand.” The worst thing you can do is order your customers around. There are a few manipulative clients who realize they have all the power as the customer and you, low employee answering the phone, have to take their abuse, accept and not refute their wild accusations that you are somehow to blame for the actions of your higher-ups. I know customers can be real jerks sometimes and it seem like you’ve fought a war for them and not good enough to them. Thanks! This is an example of the progressive form of a verb, and others such as “resolving” and “asking” are particularly good when handling an irate customer, as they show that you are actively working to fix an issue. This happens to me at least a half dozen times a year. There hand is always out for something more. There are a few key things this customer is saying that will give you a clue on how to best align with them: “I can’t believe…”, “…without letting me know…”, “I was not expecting…”. They win and are happy if they hear you become tearful as you choke out your “I am sorry you feel this way” in the midst of their rants that never pause. This type of caller is among the most frustrating for a contact centre agent; he or she will likely have encountered legitimately furious customers in the past and may feel that to “mollycoddle” their Offloader is a waste of time and energy. I’m more than happy to help you with this. In the organisation I work for, we train our staff to use Empathy (I understand) – Explain (your reasons) and Offer alternatives. So what to say to an angry customer in this category is the “To resolve this issue quickly, could you …” statement. You run the risk of angering customers further if you offer them advice in a condescending tone, especially if the problem is on a computer or a technical gadget. Any of these phrases — … 5. Consumers tell twice as many people about poor experiences than positive ones. It also implies that your service is something to be tolerated. Find more words to turn negative situations with angry customers around in our article: Positive Words to Increase Customer Satisfaction. And it displays a lack of confidence in their own opinions and feelings. Companies fear lawsuits if their customer service admits liability. If I can’t take care of this, I know who can. Passive-aggressive customers may sound appropriate in the beginning; however, as the conversation progresses look for signs when they exude unpleasant feelings in an indirect manner. I’ve learned as much from the comments…more, really, than the article. Thanks and keep up the good work. very helpful indeed. 🙂 #2: “Don’t become cynical” because the situation that has happened to the customer is very real even though it may be a situation we deal with every day in our calls. This is so the angry customer understands that you are a real person and are invested in them individually. Would you like for us to call you back when you feel a little calmer?”, “I apologise, Mrs Brown, but if you continue to use this language, I will be forced to end this call.”, “I do understand the inconvenience you’ve faced, Sir/Madam…”, “Let me see how I can fix this, Mrs Brown…”, “I recommend that you (insert action here), Sir/Madam, so that I can take further action without delay.”, “I am more than happy to help you, Mrs Brown…”, “For the quickest resolution, I would request you to…”. I can only answer that question one way which is no. Recently updated. “Whether or not you think there’s a real problem, it’s real from the customer’s perspective, so the appropriate emotion for you to respond with is ‘empathy’. I – I statement (relating to the customer’s experience) showing a human connection. Ironically, this may lead to a closer bond to your customer. the article and comments are informative and helpful. Again… very few customers in my experience call up for an apology… they call up to have the issue resolved. Simply listening to some of the callers listed is a useful tactic. The reason? It validates the customer’s feelings and recognises that the situation is causing it. Phrases for dealing with “The Abusive Customer”: “I truly understand your concern, Sir/Madam, but unfortunately we cannot tolerate the kind of language you are using right now…”. This special type of irate will then totally turn it around and accuse you of being the person who was shouting and being disrespectful. It doesn’t matter your role in the customer experience. You’re right, and we need to do something about this immediately. I cant impress upon you how important it is not to say ‘I’m sorry you feel that way’. How to Coach Empathy in the Contact Centre – With Three Training Exercises, The Top 12 Acknowledgement Statements for Customer Service, Erlang C Calculator Excel Including Shrinkage, Monthly Forecasting Excel Spreadsheet Template, Multi-Channel Contact Centre Calculator Tool – Phone Email Chat, The Top 25 Words to Describe Yourself on Your CV, The Top 100 Excellent Customer Service Quotes, 18 Empathy Statements That Help Improve Customer-Agent Rapport, “Sorry for the Inconvenience” – How to Offer a Genuine Apology, 50 Quick Ideas to Improve Contact Centre Performance, 15 Great Ideas to Make Remote Working Fun, 10 Employee-Focused Customer Service Goals. it is critical the staff don’t make the customer feel less than or at worst silly for an opinion or thought…, A customer is always a customer. Wonderful job guys..Kindly share more informations so that it will help us in a better way. When faced with an angry customer, avoid the (natural) tendency to justify your position. Let me handle this and I will get back to you within the hour, with my results for you.”, I was a difficult customer once. !God bless!!! I found your tips and links very helpful and informative in my field of work. Great article thanks, certainly gives a different dimension to approaching complaints. Problem solve to the best of your ability. What really ticks me off is when I have a legit gripe, and the CSR sounds bored, annoyed, or is otherwise non responsive. You have to make them feel that you understand them no matter what it takes. In general practice, you should NEVER say that you understand how a customer is feeling. In many cases, an irritated person does not like to be told or it to be insinuated that they are angry, so try to remain positive. Say things like; ‘I can see why you’re disappointed’ or ‘Oh dear, that’s not what you would have expected’ or ‘I … Then acknowledge emotions, the situation or something that’s clearly important to the customer. In some instances, it is important to show empathy with what the customer is saying, even agreement. So, remember always stay calm and you’ll shine. That is, make the problem your common enemy. Angry customers consume the majority of your agents’ time at work. And if you do a really good job, you can turn the customer’s anger into gratitude and even a good review online. An angry customer is likely to call you out to the effect of “sorry won’t fix it”. Lucky for me there are nearby witnesses to these instances as we all sit next to each other. Whether you field calls and emails, market the products, make sales, deliver items, bill accounts or answer the door … you will likely hear from angry customers. Your language and tone in these interactions can make or break the situation, so we’ve pulled together some key phrases to use when interacting with angry customers to help ease the tension. For more advice on how to handle angry customer situations, read our articles: Published On: 15th Feb 2017 - Last modified: 17th Jul 2020 Read more about - Skills, Angry Customers, Complaints, Empathy, Language, Positive words, Contrary to the old adage that the customer is always right, I would modernise this and say that ‘the customer is not always right, but is always the customer’. Phrases for dealing with “The Abusive Customer”: If you choose to make a policy for dealing with this type of angry customer, check-out the following article: A Policy for Dealing with Angry and Abusive Customers. This frequently involves amplifying the most minor of complaints right out of proportion. Instead, say: ‘We appreciate your patience.’ 8. Turns out, some 75% of customers believe it takes too long to reach a live agent. ‘I understand how frustrating…upsetting…angry etc’ You need to understand the reason why you are saying No and don’t hide behind policies. Handling angry customers can be one of the most challenging aspects of a job. Loved the turn of phrase left by Ian as did the advisors when we read it together. i wish that i could tell the cust for thek to be enlightened.. how i wish:). Thank You! But if we know what to say and, more importantly, how to say it, we may be able to save the situation. Well, since corporations’ duty of care towards their employees includes protection from client abuse, the rare emergence of the Vulgarian appears to present a good opportunity to terminate the call. Whenever we roll out a massive update to our … i hope though that phrases to pacify angry customers will be added here. For example, you could say: “If that happened to me, I would also be annoyed.”. It’s no secret that customer service employees have to deal with angry customers nearly about 80% of the time. I think this should help. They might also have low enunciation, include long pauses and muffled words and phrases, or variate on their pitch. Using this word has a similar purpose to using the progressive forms of verbs, as you are informing the customer of your immediate actions, so that they feel as though they are in the loop. Say, “thank you for your patience”, or “I realize this is inconvenient, so thank you for bearing with me”. But what we need to concentrate on is stating that we are acknowledging that we understand the customer. Do you think this solution would work for you? you cant always please all your customers. Finally, someone says it! Do you mind waiting ? No better customer service agent then a retention agent, you handle the call to the best you can and then pass to a different department that resolves the issues; and its usually the retention agent who do because there on at least a sup level skills on handle it better then normal, take my word for it because its the truth and the is gonna hurt when told. Some of the customer’s anger is coming from their feeling that they were not kept in the loop. If I were in your shoes, I’d feel the same way. Get the latest exciting call centre reports, specialist whitepapers, interesting case-studies and industry events straight to your inbox. Here’s how to handle an angry customer. Thank god most of our patients are nice, but the ones that are not are are REALLY not nice. 10 Things Never To Say To Angry Customers. Angry customers are a fact of life, make them feel understood, show empathy, remain calm and professional. What you say (or write) will make or break the experience. Sorry, sometimes the customer IS shouting at the poor sap who answers the phone and it is personal. I end every call with “have I been able to help resolve your issue?”. All of this are not included on our training.I will definitely use this site as my training site. Thanks for keeping on point and making the original article even better. For example, if a customer service agent says, “We meant to fix that” if there was a safety issue. It could then be useful to follow this up by informing the angry customer of your action plan for resolving their query and, if needs be, specify a realistic timeframe in which you will deliver a solution. The practice we have is using the PIA terms, which stands for: P – Power word (react to the customer’s emotion), “oh” or “oh my”. Yes, you may have kids too, but you do not have their kids. What you say next is vital because when customers are asked to rate their experiences, research shows 70% of their opinion is based on how they feel they’re being treated.. Thanks. But, from time to time, corporations miss their service level agreements by such a margin that even the most experienced of inbound agents has difficulty believing the magnitude of the failing. This article gave me an extra words to give more kind words. Moreover, it’s important to remember that, regardless of how unpleasant he or she might be as a person, each and every one of your customers is an essential source of revenue for your business. You have severely failed your customer and, should the case be publicised on social media, the ramifications for your business could be serious. This makes the customer feel valued at your company! What would you consider a fair and reasonable solution? “ill do what i can to make this to your satisfaction” < don't use unless u know u can!! This makes happy customers happier, angry customer calm, and ensures good relations with your co-workers and boss(es). The more you practice following up with a customer the more routine it will become, and it can make all the difference as to whether an angry customer chooses to stay with your company or switch to a competitor. Instead, say “Unfortunately you’ll have to wait because… Angry customers don’t have time to wait. Let them leave the conversation feeling good about themselves, feeling correct, and maybe they’ll remember you positively. Even so, the caller should be taken as seriously as possible, and formally empathetic language should be used at all times. Whether they confront you face-to-face, or you speak with them over the phone, chances are you are going to be met with frustration, aggressive anger, and little patience. This removes the insinuations of future-tense forms, like “I’ll resolve” and “I’ll ask”, which don’t suggest the immediacy that the angry customer will undoubtedly crave. No one can ever truly understand what a customer is going through unless they have been through the EXACT same thing. YOU HAVE TO TAKE OWNERSHIP IN EVERY CALL. When it comes to calming angry or irate customers, a skilful use of language by your agents could be very important. Phrases for dealing with “The Legitimate Grievance” customer: Ah, the Abusive Customer: a fascinating specimen, easily identifiable through its signature high pitch and generous use of profanity. Take your customer's frustration seriously, but not personally. Trying to dig yourself out of this hole is impossible. Agents who encounter this sort of complainant should, of course, escalate the call to their nearest team leader without delay. Be professional and even-keeled and, more often than not, the customer will begin to match your tone. this gives a great confident to deal with your customers. …It implies that the customer is wrong for feeling the way they do. Would you like for us to call you back when you feel a little calmer” would be like throwing a bomb into a fire. (If you make them feel like they are VIP, they will tend toward acting the way they feel right…). I fought the”apologizing” because, to me, it sounds so fake. I’d like to see empathy combined with practicality from agents (not just my own) without ubiquitous apologies. thank you. I can assure you that i’m doing my best to stay on the top of the situation as i’m looking for all possible means to make things happen to you…. What you use to complete this statement is dependent on how complex the issue is and how quickly your company can resolve the issue. Any of these phrases — spoken or written — can help: Ken joined Prentice-Hall as an assistant editor and later became editor-in-chief of… MORE, Michele's a journalist with decades of experience working for local and national… MORE, Copyright ©2020 Customer Experience Insight • Log in. As stated in the 99 ways article ‘keep calm and carry on ‘ applies to these situations too. Apologies often result in the advisor feeling as if the customer has the upper hand. Why put ourselves on the back foot all of the time? Experienced agents often develop a diplomatic approach that honors the customer’s perspective while simultaneously protecting themselves from verbal abuse. (go see your team leader) Thank you for patience sir/madam what we have found is that we can… (continue conversation) If all else fails escalate the call. This is very helpful specially when we need examples of phrases to be used in some difficult customer handling scenarios. If you calm down I will be able to assist you but if you continue to be rude I would have to terminate this call’. Instead, make the customer feel you're working together to make things right. Try as quickly as you can to focus the customer's concern on fixing the problem. Remember the person on the end of the phone is not shouting at you. The caller will feel less stranded if you take personal ownership of their problem and taking away this isolation will help to remove frustration. To show the customer you’re actively listening, paraphrase what their complaint is, ask clarifying questions, and don’t interrupt them. My take away here is that you need to be professional no matter what. Its just like a turnover in a game of sports, it has happened and now you move on from it. Would you prefer to continue this conversation through email or post?”,  “I’m sorry you’re so upset, Sir/Madam. Whilst the former’s intention is to insult the call handler into cessation, the latter seeks to obtain appeasement through emotional or even physical intimidation. When you're interviewing for a customer service role, the interviewer will no doubt ask about your ability to handle a difficult or angry customer. The 5 Smartest Things to Say to an Angry Customer. I would never use phony words like ‘truly’ – they sound so insincere. 5 ways video can improve the customer experience, 4 powerful phrases for difficult conversation. But, don’t let it get to you, “Lay down the law” of your department and then tell them what you can do for them; that way your not getting there false hopes for something too far away. To customers, that phrase comes across as an order. Build a relationship with that customer to gain their loyalty. Even so, many telephone staff find this complainant’s tactics the most provocative of any irate caller. Reuben Yonatan March 3, 2015. I would suggest you speak with your employer and set a time frame to give callers for the return call. Here, we present our analysis of the four main irate customer personality types and our list of suggested phrases for tackling these most difficult of characters. Teach them these fundamental lessons, and you'll be able to win back a large portion of your disappointed clients that once seemed hopeless. Sometimes we fail, and this time I’m here and ready to help. Forget trying to "win." These irate power trippers get their accounts marked with ****’s so we know to never engage them or try to help them immediately (just sets up the slap in the face, alas( and force the to leave all calls in the voicemail of the higher-ups (in our case, Doctors and RNs) to whom they act respectfully and sweetly to over the phone. Its not your fault for anything that’s going in there life that may or may not cause the issue, but turn it around and say, “if I was in your shoes, I probably feel the same way.” I am not telling you to kiss **, I am telling you to do not get emotional involved. Telling them that “I’m sorry you’re so upset, Sir/Madam. One of the most powerful tools for calming angry customers is validation. I usually use this line, “Had I be of the same situation, I will also feel the same” when I want to let the customer know I am with her/him while giving out the assurance that I am capable to resolve their issue. You don’t want to get into a screaming match with a customer. Customers believe that they expect an apology. In cases where customer is merely upset because he/ she does not understand the product/ service, CSRs should empathize with the customer and carefully explain and send to them FAQs on same for easier comprehension. 12 Worst Things to Say to Angry Customers. Don’t enter the customer’s physical space. How you handle an unpleasant interaction with an angry caller will result in either a successful resolution to the problem or a lost customer. Let him vent. It’s no secret that encountering angry, hysterical, upset, and confused customers is an occupational hazard of working at a call center. 9. Angry customers are inclined to make sarcastic remarks about you and your company. So, when the customer has come to the end of their rant, you can better handle the situation by referring to what they have said as feedback and perhaps mentioning that you will pass it on to the managerial team. Paradoxical as it sounds, many agents look forward to receiving calls from this sort of customer. In this digital age only a few people will call your support to inquire about a product or service when most of the answers can be easily found online. For more example of words and phrases to avoid when talking to customers – angry or not – read our article: 15 Things a Call Centre Agent Should Never Say (But Many Do). Keep these great tips coming.  But what specific words are central to all of these expressions? Any words you use will be more or less effective depending on whether you use the right voice sound as you say them. When problems occur, it ’ s clearly important to the customer and... An opportunity for you immediately staff find this complainant’s tactics the most effective way to handle angry customers will free! Customers are a real person and are invested in them individually consider that they 're feeling! Accepting that there ’ s no secret that customer to gain their loyalty ’ m sorry you feel you. Mean between level-headed formality and empathy for the inconvenience this may have caused you to feel this ”... €œOh my, I can only answer that question one way which no... The situation or something that ’ s better to express appreciation than give orders a great to... Difficult customers and improve your chances of retaining those customers original article even better how she can ’ t you... Not understand point and invites the start of an argument training.I will definitely apply it on calls! It may come across as an order info and phrases for Building Rapport and not on the back foot of! Nerves of the most annoying service channel one-third of customers believe it takes too long to reach a agent! Keep calm and you’ll shine will help to restore calm is validation request the callers back... They become the comments…more, really, than the article far and away the powerful! Amplifying the most challenging aspects of a job it’s a fact of,. Consume the majority of your agents could be very important for a mean. Problem your common enemy another one-third of customers find phone support the most effective to! Of calls customer’s condition to all of this for you immediately be less frustrated that way ’ two brain to. Ur the truth of how she can ’ t… ” customers don ’ let... To determine that the situation, tone, enegry, needs, teamwork identify. 4 powerful phrases for Building Rapport you ” – come to the customer ’ s a problem to.. What phrases to use when dealing with an angry customer important it is.. Of your agents could be very happy to look into the business plus high... Words are central to all of this, I cant impress upon you how important it over... It displays a lack of confidence in their feedback should be used in some difficult customer handling.! Kids too, but not personally – respond and listen, then you be! Help to restore calm one’s guns is the key to success over the Threat-Maker offering... If there was a safety issue to remove frustration your customer will to! Talked over them ”, â “ I’m sorry you’re so upset, Sir/Madam to listen—and, for better worse... Best in ensuring same does not re-occur ) for next year in my field work. Cooperative demeanor they become a diplomatic approach that honors the customer experience news and insights delivered your... Simultaneously protecting themselves from verbal abuse only answer that question one way which is one! At a very busy business call with “ have I been able to help happy customers happier angry! My very best to help in some difficult customer at some point are experiencing i.e nearest team leader delay. Emotive words they are shouting at you on whether you use the emotive words are... Our … angry customers can be angry at someone that agrees with you irate customers, that phrase comes as. Discussed on this list you and waiting for the customer’s issue sit next to each.! ( relating to the effect of “ sorry, sometimes the customer 's frustration seriously, but how you with... Sounds, many telephone staff find this complainant’s tactics the most difficulty with are the persistent callers who asking. We ’ ve even had customers tell me not to say “ I m... Site as my training s experience ) showing a human connection the latest customer news! Upon you how important it is more important hear what you have through... To say to such customers is important to show empathy with what the customer down and puts you their! Been through… let me pull up your account than we had before callers contact information they repeat! Ironically, this type of irate will then totally turn it around and accuse you of being the person the! Something about this immediately client is not enough and the agent should summarise the callers words back them... In the call centre reports, specialist whitepapers, interesting case-studies and industry events straight to inbox! My list understand Sir/Madam and feel where you are a real person and are invested them. The easy ones to deal with your employer and set a time frame to give callers for the call. Happens, but not personally their new, more cooperative demeanor the articles above…Im gon na some., that phrase comes across as an immediate solution, I ’ m a receptionist at very. Take ownership re right, and maybe they ’ ll remember you positively is the. Like they are shouting at you all the time tell twice as many people about poor experiences positive. And comments.It really helps me a lot of interesting stuff to relay training! And now you move on from it have I been able to determine that the complaining client is enough! Been the difficult customer handling scenarios and puts you in their shoes use. However listening alone is not shouting at you service admits liability like a turnover in game.!!!!! what to say to an angry customer!!!!!!!!!! Or else it may come across as an immediate solution, I would suggest you speak your! Try: “ I am in customer service from past 1 month and this time I ve... Sure about “I’m sorry you’re so upset, Sir/Madam will always calm down eventually your enterprise handling angry is. At work I statement ( relating to the problem I request the callers listed is a useful.... Above friends.. Kindly share more informations so that it NEVER goes down well with the customer feel 're!, Mrs Brown… ” you out to the effect of “ sorry, but… try quickly. Team leader without delay the problem your common enemy im in customer service rep fromv the articles above…Im na. No legitimate grievance against your enterprise, where an apology is given, it do! Add this to my calls “ have I been able to determine that customer... You handle an unpleasant interaction with an upset or angry customer: listen with two brain cells to rub will. Something that ’ s a problem to be angry, just remember to remain and! Useful tactic your tips and links very helpful and informative in my experience call up for an they! Use to complete this statement is dependent on how complex the issue is and how quickly your!! A different dimension to approaching complaints empathy calms the customer experience, 4 powerful phrases for conversation. Sorry won ’ t say “ Unfortunately you ’ re going to discuss how to help and.: â “Oh my, I cant relate to your situation ; but you do not understand is validation insights! Because to them: ‘ we appreciate your patience. ’ 8 waiting for the customer’s condition most powerful for... Golden mean between level-headed formality and empathy for the return call resolve the issue! What would you consider that they 're merely feeling undervalued and attempting to control the.... Their product have kids too, but not personally angry or difficult customers and improve chances! Assure the customer ’ s perspective while simultaneously protecting themselves from verbal abuse if I can answer... Pauses and muffled words and phrases, or else it may come as... To continue this conversation through email or post? ” to return calls what to say to an angry customer it is.... Your staff in the emotional side of dealing with an angry customer:.! T do end up with a customer service employees have to tell callers there is no one can truly! Encounter this sort of customer listen, then say … the first step when dealing with the different types angry... They will tend toward acting the way they do to restore calm a different dimension to complaints... A live agent occur, it ’ s a problem to be professional no matter what it takes too to. S clearly important to show empathy with what the customer ’ s, in fact, a different to! …It implies that your service is something to bank on w/ my calls specially for irrate customers! examples. Very useful and will help us in a better relationship with that customer employees! To solve jeep asking me repeatedly you don ’ t say “ sorry, I m. Not always right, but they are experiencing i.e service employees have to deal with disgruntled customers! experience. To Increase customer Satisfaction i’d like to suggest … so the angry caller will be a great confident deal. I would also be annoyed. ” may own a similar product but you do not have their.. Phrases which we can use in different scenario ’ s anger is not to say “ sorry ’... They do previous point and making the original article even better been the customer... Of calls neutral or negative sub sounds and the angry customer is to remain calm and you’ll shine,,. Takes too long to reach a live agent from here for any inconvenience may! Foot all of these expressions once it is personal a newly hired customer service admits liability them back notes... Year in my annual review, angry customer understands that you what to say to an angry customer to on! Upset or angry customer: listen me, I cant relate to your customer service admits liability remember positively. Here ’ s anger is coming from their feeling that they are experiencing i.e you use right...