{"id":14308,"date":"2020-11-20T08:17:32","date_gmt":"2020-11-20T08:17:32","guid":{"rendered":"\/gb\/en\/blog\/?p=14308"},"modified":"2023-04-10T14:04:23","modified_gmt":"2023-04-10T13:04:23","slug":"angry-phone-call","status":"publish","type":"post","link":"\/gb\/en\/blog\/angry-phone-call\/","title":{"rendered":"Angry Phone Call: 10 Customer Service and De-escalation Techniques to Handle an Angry Caller"},"content":{"rendered":"

As a call centre representative or manager, chances are you probably receive an angry phone call at least once a day. It could be an irate caller complaining about a bill. Or even an angry caller<\/a> getting frustrated about call times (with<\/span> 75% of customers believing call waiting times<\/span><\/a> to be too long, this is probably a regular issue). Whatever the reason, it can be a frustrating experience all around.<\/span><\/p>\n

When spoken to rudely and aggressively by irate customers, it can be hard to be polite and helpful in response. However, if a call isn\u2019t handled well, there is a high chance that the customer won\u2019t return. If this happens daily, that is a lot of unreturning customers. And a lot of revenue missed out on.<\/span><\/p>\n

Of course, it can be difficult to push through the negativity. But it is very possible! With the right training, tools, and software, every phone call can be a<\/span> great phone call<\/span><\/a>. Meaning call center agents can handle calls with grace and decorum every time.<\/span><\/p>\n

Deescalating an angry phone call leads to customer satisfaction. Which, in turn, leads to a more productive call, shorter handle times, great customer service, and overall better results.<\/span><\/p>\n

\"angry<\/p>\n

The Cost of an Angry Caller<\/strong><\/h2>\n

According to Salesforce<\/span><\/a>, 74% of people are likely to switch brands if they feel the buying phase to be too difficult. A big part of this is the way that a customer service representative handles a call. Therefore, if a caller is treated well, then the customer is more likely to stay with the brand.<\/span><\/p>\n

It isn\u2019t just that one customer that may not return if their anger doesn\u2019t fade. If an angry caller isn\u2019t satisfied, the first thing they will do will be to leave a bad review. Or leave a raging complaint on social media. This means anyone who sees the review will also be put off your firm.<\/span><\/p>\n

Whether you are a small or large company, the way a customer perceives you is everything.<\/span> Forbes reports<\/span><\/a> that in 2018, bad customer service cost businesses a massive $75 billion a year. That puts coping with customers’ anger in a bit of perspective.<\/span><\/p>\n

Even if you aren\u2019t bothered about the company\u2019s revenue, handling a call badly can lead to gross misconduct. Meaning you, or your staff can lose their job over it. And as the<\/span> Call Centre Management Association<\/span><\/a> reports that call centre turnover rates are around 26% annually, this is certainly a space that can be improved on.<\/span><\/p>\n

Get your FREE<\/strong> contact centre seat licences to help your agents working from home<\/span><\/span><\/a><\/p>\n

10 Ways to De-escalate and Handle an Angry Phone Call Using Good Customer Service<\/strong><\/h2>\n

So, to avoid any negativity, here are 10 different ways that angry phone calls can be de-escalated and handled using<\/span> good customer service<\/span><\/a>.<\/span><\/p>\n

1. Stay Calm.<\/strong><\/h3>\n

It\u2019s no good if both the caller and call center staff are getting angry. So, the first thing that needs to be done when dealing with an angry phone call is to stay calm. Remember, angry phone calls aren\u2019t personal. It\u2019s annoying, but the customer is just aiming their anger at whoever happens to pick up the phone.<\/span><\/p>\n

Therefore, a representative must do what they can to remain calm and give an angry caller customer service that will turn their frown upside down. A good tip is to try and deal with an issue before it gets worse. Not taking things to heart will enable people to deal with the problem effectively.<\/span><\/p>\n

\"Angry<\/p>\n

Source: <\/span>Jordan Hunter Digital Marketing<\/span><\/a><\/p>\n

2. Pick Your Words Wisely.<\/strong><\/h3>\n

You and your staff should always think about how you would like to be spoken to and the words that you would like to hear.<\/span><\/p>\n

For example, if you are speaking to an angry woman, the last thing she will want to hear is you saying: \u201cAlright, calm down, love!\u201d Not only is this patronising and sexist, but it will just make her, even more, wound up.<\/span><\/p>\n

A good idea is to consider the personality type of the customer and use the language suited to the scenario. An angry businessman or businesswoman, for instance, must get dealt with differently from an irate consumer.<\/span><\/p>\n

Some people just want someone to vent to. They probably have a lot going on in their personal life. Unfortunately for you, that unexpected bill from your company is the thing that tipped them over the edge. Here, it\u2019s important to respond using empathetic language.<\/span><\/p>\n

Try responding with phrases like, \u201cI\u2019m sorry you feel this way\u201d or, \u201cMay I suggest \u2026\u201d<\/span><\/p>\n

A customer with a legitimate problem has a reason to be annoyed at your company. Your firm is in the wrong and needs to acknowledge this and take them seriously. Therefore, the language used for this angry phone call should again be empathetic and apologetic.<\/span><\/p>\n

Try saying things like, \u201cI\u2019m so sorry to hear about this.\u201d Or \u201cI will action this for you right away\u201d.<\/span><\/p>\n

Dealing with an abusive customer can be particularly hard. Nobody should be expected to put up with angry customers being openly unpleasant to them. However, you should still try to calm the client down. Professional language should always be used in this scenario and the emotional side of things should also be understood.<\/span><\/p>\n

Try saying, \u201cI understand your concern, but we don\u2019t tolerate the kind of language you are using\u201d. Or \u201cYou seem very upset; would you like to continue this conversation through email?\u201d.<\/span><\/p>\n

When dealing with an angry phone call, it\u2019s best to use positive language. Such as \u201cyes\u201d, \u201cdefinitely\u201d, \u201cunderstand\u201d, and \u201crecommend\u201d. All of this will help<\/span> give the customer a positive experience<\/span><\/a>.<\/span><\/p>\n

\"Angry<\/p>\n

Source: <\/span>Patlive<\/span><\/a><\/p>\n

3. Let the Customer Talk.<\/strong><\/h3>\n

Often, all a customer wants to do is get things off their chest. For whatever reason, they feel they have been wronged and they want to rant. Let them do so.<\/span><\/p>\n

It might even be that a situation has become a bit complicated and they just need a chance to get things clear in their heads. Nobody likes being interrupted or second-guessed. So, just let them get their point across.<\/span><\/p>\n

Granted, it can be a bit hard to catch what a person is saying if they are on a cell phone or are speaking to you from a coffee shop. Therefore, it\u2019s a good idea to make notes where possible and let the person talk.<\/span><\/p>\n

Of course, if they are a difficult customer then there may be a point that they need to be cut off. But otherwise, try to listen to what they are saying. Once they have calmed down, ask them questions that will help get to the root cause of the issue.<\/span><\/p>\n

Related Reading:<\/span>Top 50 List of Best UK Call Centres<\/a><\/span><\/center><\/p>\n

4. Consider Your Way of Speaking.<\/strong><\/h3>\n

The tone of voice can be everything when dealing with an angry caller. Overly gentle and it can come across as patronising. Not gentle enough, and it can seem like you don\u2019t care. Making either of these mistakes can exacerbate the situation.<\/span><\/p>\n

Having a steady and calm voice will help calm things down. <\/span>Apologising when needed will show that you take the situation seriously. And using a soft tone will show empathy to the situation.<\/span><\/p>\n

Remember to always stay neutral when talking to customers. Part of angry caller customer service is to never respond to rude comments in kind. A man screaming down the phone won’t react well if you yell back.<\/span><\/p>\n

It\u2019s really important to never mock a caller. Angry or not. Because in any scenario, that\u2019s just rude.<\/span><\/p>\n

5. Try not to put them on hold.<\/strong><\/h3>\n

As a customer call agent, it can be very tempting to put angry callers on hold. Nobody wants yet another angry phone call to ruin their day. Some even believe going on hold will give the person a chance to calm down.<\/span><\/p>\n

But putting a frustrated person on hold can just make the situation worse. It leads to people feeling like they are being ignored. Some might even feel that agents are complaining about them. It\u2019s a bit like the call centre<\/a> way of saying, \u201ctalk to the hand\u201d. Basically, in their eyes, you aren\u2019t listening to them and you seemingly don\u2019t care.<\/span><\/p>\n

Instead of putting them on hold, use the phone conversation to let them know what you are doing to deal with the problem. As call center staff, it\u2019s your job to<\/span> offer them support<\/span><\/a>. Let them know you do care.<\/span><\/p>\n

6. Be Honest.<\/strong><\/h3>\n

Honesty is the best policy. We all know that.<\/span><\/p>\n

Part of dealing with customer calls is telling them what is going on. Put yourself in their shoes. If you called a company with an issue, you would want to know what was <\/span>really <\/span><\/i>going on.<\/span><\/p>\n

If there has been a mistake made at your end, tell them. If they can\u2019t return a product because they broke it, tell them. Even if you don\u2019t know an answer, it\u2019s okay to say so. As long as you let them know that you can find the answers at some point. Don\u2019t mislead them for the sake of niceties.<\/span><\/p>\n

\"Angry<\/p>\n

Source: <\/span>Know Stress Zone\u00a0<\/span><\/a><\/p>\n

7. Stay Positive.<\/strong><\/h3>\n

Do you remember when you were a child and had a tantrum? Then an adult would try and make you laugh. No matter how grumpy you tried to stay, you couldn\u2019t help but crack a smile?<\/span><\/p>\n

Staying positive around bad-tempered customers is a bit like that. Because positivity is contagious.<\/span><\/p>\n

Eventually, the customer\u2019s negativity will disappear, and the situation can be resolved.<\/span><\/p>\n

8. Use A Script.<\/strong><\/h3>\n

When handling an angry call, it might just be easier to go off a pre-written script to de-escalate things. After all, you probably use a script when making a call in general. So, why not in this scenario?<\/span><\/p>\n

Part of angry caller customer service means that you know what to say in response. So, going off a script gives you a better chance of saying the right thing.<\/span><\/p>\n

Even just having a few phrases or bullet points to jump-off from will help provide great customer service for the highest number of people possible.<\/span><\/p>\n

9. Optimise Technology.<\/strong><\/h3>\n

Technology has an answer for everything nowadays. This includes dealing with angry customers.<\/span><\/p>\n

Whether you are using an answering service or<\/span> offering a solution<\/span><\/a> to get more calls answered, this will help take the pressure off workers. This means that agents will be less stressed and can deal with angry phone calls better.<\/span><\/p>\n

Even something as simple as recording software will help with training purposes and protect staff.<\/span><\/p>\n

10. Make the Customer Happy.<\/strong><\/h3>\n

It would be great if we could reward the nice customers that really made our day. But the reality is, they are already on our side. And we want all of the customers to fall into that category. That includes the angry ones. So, to do this, we must solve their problems and improve their mood.<\/span><\/p>\n

Some solutions may include:<\/span><\/p>\n