Sooner or later, every business has to handle an angry customer over the phone. Learn how to approach it like a pro: by listening and offering proactive solutions.
- Stay Calm & Professional
- Keep your voice steady
- Don't take it personally
- Listen before responding
- Let Them Vent
- Give them space to explain
- Use phrases like “I hear you” or “I understand this is frustrating”
- Show Empathy
- Acknowledge their feelings
- “I can see why you're upset”
- Customers want to feel heard, not dismissed
- Ask Clarifying Questions
- Pinpoint the root of the issue
- Repeat back what you've understood
- Offer a Solution (or Next Step)
- Be clear and realistic
- If you can't fix it immediately, explain what will happen next and when
- Follow Through
- Do what you said you would
- Check back if needed—show you care beyond the call
- End on a Positive Note
- Thank them for bringing the issue to your attention
- Reinforce your commitment to helping
Pro Tip: Angry customers can become your most loyal advocates—if they feel respected and their problem is resolved.
For more information visit: https://frontofficesolutions.net/