Every call center agent knows they’ll sometimes face frustrated customers. It’s an unavoidable reality – you can’t win ’em all!
But what many don’t fully grasp is the financial impact of a negative interaction.
Remember: 65% of unhappy customers churn due to poor customer experience – a risk you can’t ignore.
There’s no denying the fact that failing to handle angry customers is a costly mistake.
This is why learning soft skills and ensuring smooth interactions can help you effectively resolve customers’ complaints.
Keeping this in mind, this blog will comprehensively explain the practices to deal with frustrated clients.
Let’s dig into this topic!
Tips and Tricks To Handle Angry Call Center Customers
Based on our research, we have finalized a list of guidelines to make your job easier as a call center agent.
1. Listen To Customers [On Priority]
Well, if the customer has a complaint, this means they want to relay their message emphatically – perhaps with some hostility.
So, always listen intently to customers’ complaints and never interrupt them.
Believe me, the worst thing you can do in a situation like this is interrupt the customer’s sentence and cut into his words.
Wait for the pause in the customer’s sentence and then ask any questions or deliver your message.
Paying attention to customers’ words and tone makes them feel valued. This eventuallty leads to improved customer experience.
This initial step lays the foundation of an effective resolution process.
2. Be Calm and Stay Professional [We Know It Can Be Hard]
Let’s be honest: dealing with a caller using a harsh tone or negative words is no walk in the park – there is a reason why handling angry customers is a really tough job.
But what you cannot afford to do is get frustrated and demonstrate anger via your words.
Always be professional and avoid displaying frustration with negative words – you cannot afford to lose a customer, right?
Doesn’t matter how stressed, anxious, or frustrated you are; always maintain your composure and opt for positive words.
According to a recent study, 90% of the best performers in difficult situations are those individuals who control their emotions.
Your ability to stay calm and professional directly impacts whether an irate customer leaves satisfied or dissatisfied.
The following table highlights the sentences that you should use and those that reflect frustration:
| Sentences That Show Frustration(Must Be Avoided) | Sentences That Show Calmness (Use Them) |
| That’s not my fault, so I am not responsible for this! | I am going to investigate this and give you an update as soon as possible. |
| Fine, whatever! | I appreciate your patience while I look into this further. |
| I can’t believe you’re making such a big deal out of this. | I understand your frustration. Let’s work together to find a solution. |
| I’m done with this! | Please bear with me so that I can resolve this issue. |
3. Take a walk in your customer’s shoes [Understand Their Perspective]
As a call center agent, try to picture what the customer is going through. Put yourself in the customer’s place and try to understand their perspective.
By placing yourself in the shoes of irate customers, you realize the reason behind their frustration and the actual meaning of the message they are trying to portray.
This way, you’ll find solutions more naturally and make the whole interaction smoother.
4. Always Verify the Information [To Prevent Misunderstanding]
Have you ever wondered why a restaurant’s customer service representative always repeats your words when you place an order via phone?
The reason behind this is to make the customer feel at ease and to verify that the correct information has been relayed by the caller.
Similarly, as a call center agent, what you must do is repeat the message relayed by the customer and assure them that their complaint has been completely understood.
Because frustration can distort customer communication, it’s vital to accurately record details and confirm them to avoid errors.
The following table mentions the sentences you can use in this context:
| Correct Sentences To Verify Information | Do Not Use These To Verify Information |
| I understand your point and want to be certain I have noted the correct information. | Well, you’re going to have to be clearer because I didn’t get your point. |
| Let me just read that back to you to make sure I’ve got everything right. | I cannot understand what your complaint is, and you need to repeat it. |
| I am happy to assist. Can you confirm that you are having trouble with our IT-related services? | You are speaking in an indifferent tone, and I am just guessing your complaint is regarding our IT services. |
5. Use Customer’s Name [Personalize the Interaction]
When it comes to agent-client interactions, using the customer’s first name is a powerful tool for instantly engaging them in conversation
Personalizing the conversation by calling the listener by name has an immediate effect.
Therefore, try to ensure personalized interaction with the frustrated customer and make him feel valued.
Now the question is how to remember this information regarding the customer.
For this purpose, you can ask for and note down the customer’s first name as soon as he responds at the beginning.
Or you can follow the practice of HiredSupport, where our customer service agents use tools like IDology for caller verification – this leads to excellent customer support service.
Therefore, it’s no surprise that we have gained the trust of more than 100 business owners.
6. Use Positive Language [Instead of Negative Words]
If you want to ensure the frustrated customer doesn’t abruptly end the call and then leave a bad online review, you should:
- Always stay professional
- Use positive words
- Avoid words and sentences with negative connotations
While customers may express frustration using negative language, agents must remain professional and use positive phrasing to avoid negatively impacting customer satisfaction.
By the way, this rule applies to every human interaction.
Examples of Positive Sentences:
- I appreciate your patience while we work through this together.
- I understand that the process can be confusing. Let me explain it in a different way.
- Let’s focus on what we can do to fix this for you
- I completely understand your frustration and want to help you with this issue.
7. Follow SOPs [Guidelines Are There For A Reason]
Every well-established call center has a specific set of rules and guidelines when it comes to agent-client communication.
These instructions or Standard Operating Procedures (SOPs) are integral to the successful resolution of clients’ complaints.
If you follow these guidelines, dealing with angry customers becomes simpler and consumes less time.
The next question in your mind must be: What types of rules are identified and mentioned in an SOP?
To get a clear picture, have a look at the following SOP flowchart that each call center agent has to follow at HiredSupport:
8. Provide a Solution [Instead of Counter Opinions]
Imagine this scenario: A customer ordered an Xbox controller via an online shopping store.
But when they received it after paying the full amount, they found out it was a damaged piece.
If you are a customer service representative, this is how you can resolve the complaint and provide a solution to the irate customer:
Example 1:
- Instead of: “Well, that’s not how we shipped it, so it must have been damaged in transit.”
- Offer a Solution: “I’m so sorry to hear the controller is damaged. Would you prefer a direct replacement or a refund?”
Example 2:
- Instead of: “I don’t know why it’s broken; it’s a good product.”
- Offer a Solution: “I understand your disappointment. I can issue a return label for you to send back the damaged controller, and we’ll send you a new one right away.”
Example 3:
- Instead of: “As per the company policy, we don’t accept returns on damaged items.”
- Offer a Solution: “I apologize for the inconvenience. We will send you a new controller free of cost to make it up to you.”
Example 4:
- Instead of: “We have not received complaints from any other customers. I don’t know what could be the issue.”
- Offer a Solution: “Even though the item was on sale, you still deserve a fully functional product. So, I can also offer you a discount on a future purchase.”
Following a similar pattern, a call center agent can handle angry customers by providing viable solutions.
Makes sense, right?
9. Clearly Mention the Next Steps [If There Is No Immediate Solution]
When an irate customer is facing a problem you can’t immediately solve, leaving them hanging is the worst thing you can do.
It creates a feeling of abandonment and increases their frustration.
Trust me, this can lead to severe consequences for you.
That is why, if you are unable to resolve the issue, clearly mention the next steps, whether it involves forwarding the call to the supervisor or being transparent and honest about the lack of an ideal solution at that moment.
Let’s take a look at some sentences useful in this scenario:
- “To ensure we get this resolved as quickly as possible, I’ll be transferring you to our specialist team.”
- “I want to make sure you get the best possible help. I am going to have to escalate this call to my supervisor.”
- “I apologize that we can’t resolve it instantly. The process for this type of issue involves our IT team. So, I will create a ticket for you and give you that ticket number, and I will be checking on the progress of this ticket.”
This way, you make sure that the customer (who is already not very happy) is not left hanging even if an immediate solution is not possible.
10. Thank The Customer [Before the Call Ends]
Now the conversation reaches its end, and the customer is about to end the call.
But wait, your job is not finished yet!
Irrespective of whether the issue has been resolved or is still pending, a sincere thank you is crucial to make the customer feel valued.
It is possible that the call was challenging, and the customer let his frustration be known.
However, still expressing gratitude is a reflection of your professionalism and respect, going a long way toward enhancing customer satisfaction.
So, before the call ends, always remember to thank the customer for their call and patience.
After all, you want to keep that customer for life, right?
Conclusion
Long story short, if you want to ensure customer loyalty and excellent customer service, you must learn how to de-escalate angry clients.
Only by effectively handling angry customers and resolving their issues can you turn them into long-term clients for the call center.
At HiredSupport, we have a team of professional call center agents who effectively deal with all types of customers – there is a reason we boast an excellent customer satisfaction score.
To avail our services at an affordable rate of $7 per hour, fill out this form today.
