The Angry Caller: What's Your Plan?

How can I effectively assist an irate customer?

• Listen carefully and don't say a word until the customer has finished speaking. Then and only then should you speak. But don't rush the conversation toward a resolution. Take a moment to show your empathy and understanding. The customer needs to know that you care and are committed to helping.
• Identify the root problem. There could be peripheral issues clouding the conversation, but you need to get to the cause of the caller's anger. You do this by asking probing questions and summarizing your understanding of the situation.
• Avoid the blame game at all costs. Suggesting that the customer is somehow at fault will only spark another outburst and lose the ground you've gained. Also, don't pass blame to another department within your company or an outside party just to take the pressure off yourself. You can take ownership of your company's mistakes without pointing fingers.
• Find a solution that's fair to the customer and to your company. This might require time and a bit of follow up, but it's important that the customer knows you're going to see the issue through.

Overview/Description

Dealing with angry callers is something every customer service representative and salesperson will face at one time or another. This Business Impact explores a four-step approach for making encounters with irate customers a productive experience.

Target Audience

Any individuals interested in building skills for communicating with customers.