Handling and Taming an Irate Customer

Working in a call center company can be easy when someone calls you to show how happy they are with the product and/or the service that they got from your company. However, not all customers will call you to compliment you. There are customers who will make it tough for you to keep your tranquility. Of course, if you are talking to an irate person, it is but natural to be angry too, but remember you are a customer service representative and your job is to make that person realize that he/she should not be angry and that you should not lose your composure.

Below are some tips on how to handle angry customers, whether you are talking to them on the phone or chatting with them, you have to know these things so you will not lose yourself when working

Don’t Take Things Personally

Remember that you are never the cause of the problem that the customer is facing. It is natural for them to vent out their problems with you, but never ever take these things personally. Listen to them and help them find a solution or a way.

Don’t Talk Back

In the customer service industry, it is natural for customers to express their anger and/or disappointment because of the unpleasant experience that they got from your service and/or product. It is also natural for customers to go too far, but remember, just because they went off too far doesn’t mean you have to argue back.

Keep in mind that you need to maintain your company and your personal integrity. Come on, be the better person. Let your customer know that you understand their situation and you are talking to them so that they will be given a solution, not another problem. Tell them that the words and their anger and emotion will never solve the problem.

Let Them Wonder Why You Are Still Kind

If you have already exhausted all avenues to let them calm down, then it’s time to kill them with your kindness. Always be sincere and respectful. Always let them know that you understand them. Keeping calm and controlling your anger will somewhat ease their anger. Tell a little joke or two and you will lighten things up.

Apologize

When the right time comes, apologize. True enough, it is hard to be earnest when you are trying to ease and control your emotions, but if you want to calm and ease your customer down, do it!

Solve Whatever Problems You Have

Once your customer is finally done expressing his/her anger and disappointment, gather all the facts that you need so as to create a solution to the problem. Let your customer know the solution that you have your plate and see if it suits them.

Relieve Your Stress

After a stressful (?) phone conversation, find a way to relieve the stress that you got. Go out, stand and stretch, drink water, go to the bathroom, eat a piece of candy, or whatever. Don’t let stress eat you up or else it will act as a bomb and who knows, the next caller might be your victim.

How Do You Handle Irate Customers?

Keeping calm and controlling your anger and emotion is not as easy as it sounds. As the cliché says, it’s always easier said than done. Tell us your story and how you handled it and let’s have a conversation.