Once you have an angry caller, it\u2019s tough to know what to do. If you say the wrong thing, you might end up making things worse instead of making them better. <\/p>\n\n\n\n
The solution is simple: You need a call center game plan when it comes to angry callers. Keep reading to discover exactly what you need to do! <\/p>\n\n\n\n
1. Keep Your Calm When a Caller is Mad <\/h2>\n\n\n\n
You can usually tell if a caller is angry right away. Instead of responding to his anger with more anger, try to keep your calm the entire time. <\/p>\n\n\n\n
As a call center worker, it\u2019s important not to take angry calls personally. The caller is angry at your company rather than you as a person. However, if you get angry yourself, you\u2019ll become the focus of their annoyance. <\/p>\n\n\n\n
Additionally, angry callers are usually looking for solutions. If you keep your calm, you will have an easier time helping resolve the issue. Solving problems is often the most rewarding part of the job<\/a>! <\/p>\n\n\n\n When a caller is angry, it\u2019s important to choose your own words carefully. In fact, you may want to write short scripts that map out how you respond to different kinds of angry calls. <\/p>\n\n\n\n For example, you should apologize, but not for anything your company has allegedly done. Instead, stick with phrases like \u201cI\u2019m sorry to hear that.\u201d You should also speak with empathy, saying things like \u201cI understand how you feel.\u201d <\/p>\n\n\n\n It can be difficult to be so nice when someone is so angry. However, you should respond to these callers the way you wish someone would respond to you if you were having a terrible day. We recommend not scripting entire exchanges<\/a>, though, because this can make your responses sound wooden. <\/p>\n\n\n\n While it\u2019s tempting to immediately offer angry callers solutions, you should spend some time patiently listening<\/a> to what they have to say. There is a chance the caller simply needs to vent some of their frustrations with your company. <\/p>\n\n\n\n While they vent, you should write down the key aspects of their problem. After they vent and hopefully calm down, you\u2019ll already have much of the info you need to potentially help them find a solution to their problem. <\/p>\n\n\n\n Your tone of voice matters with angry callers<\/a> because it can instantly make them more upset. It\u2019s important that your tone does not sound amused, condescending, sarcastic, or angry. <\/p>\n\n\n\n Growing up, you might have heard your parents say, \u201cIt\u2019s not always what you say, but how you say it.\u201d This is especially true when you\u2019re on a phone call because the other person cannot see your face or body language. <\/p>\n\n\n\n Ultimately, this is why it\u2019s useful to practice both what you\u2019ll say (the scripts for angry callers) and how you\u2019ll say it (your tone) to be successful. <\/p>\n\n\n\n Call center workers<\/a> should avoid putting angry customers on hold whenever possible because putting them on hold may make them angrier! <\/p>\n\n\n\n Chances are that you normally put people on hold while you try to find a solution. Keep in mind that angry callers are already annoyed at your company. If you put them on hold, such a caller may think you are ignoring them or even talking about them behind their back. <\/p>\n\n\n\n Instead, try to keep the caller on the phone while you work on a solution. In a polite and honest way, tell the customer what you are doing at different points to resolve the issue. This can help to de-escalate the situation. <\/p>\n\n\n\n After you hear the angry caller describe their problems, you should repeat the information back to the caller as a summary of what you need to work on resolving. This repetition helps reassure the customer you are closely listening to their problem. <\/p>\n\n\n\n As we noted before, angry callers are already mad at your company by the time they call. They may be worried that you won\u2019t be on their side when it comes to solving their issues. <\/p>\n\n\n\n The simple act of repeating info back to the customer shows them you are listening. This may make them more reasonable for the rest of the call. <\/p>\n\n\n\n Most angry callers have a specific problem they want you to resolve. It\u2019s important to provide solutions and generally keep the conversation focused on finding a resolution. <\/p>\n\n\n\n2. The Right Words to Use During Your Conversation <\/h2>\n\n\n\n
3. Patient Listening is a Must Skill in a Call Center <\/h2>\n\n\n\n
4. Your Tone of Voice Matters with the Customer <\/h2>\n\n\n\n
5. Avoid Putting Angry Callers on Hold If Possible <\/h2>\n\n\n\n
![\"woman](\"https:\/\/www.confiemx.com\/blog\/wp-content\/uploads\/sites\/2\/2022\/06\/call-center-employees-7.jpg\")
<\/figure><\/div>\n\n\n\n6. Repeating Info Back to Customer is Important <\/h2>\n\n\n\n
7. Provide Solutions for Angry Call Center Callers <\/h2>\n\n\n\n