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How To Handle Angry Customers in a Call Center + Examples

Angry customers are a common occurrence in call centers, and managing these interactions effectively is crucial to minimizing call center stress. How you handle those customers can make or break your day.

This article will outline how to prevent angry customer phone calls, remain calm and positive when dealing with them, and how to find pain points. We will also provide examples of how to handle these situations effectively.


How to Handle Angry Customers as a Call Center 

Every call center agency will interact with angry customers. How they handle them will determine their ability to do the job.

Let’s look at some strategies for dealing with these situations.

Prevent Angry Customer Phone Calls

The best way to handle an angry customer is to prevent the call from happening in the first place. There are a few things you can do to optimize the customer experience.

  • Make sure your product or service is up to par. If it’s not, customers will be more likely to call in angry.
  • Ensure that your customer service team is adequately trained. They should know how to handle difficult situations and de-escalate a call.
  • Make sure you have a process in place for handling customer complaints. This will help to resolve the issue before it becomes a bigger problem.
  • When the situation occurs, let’s look at strategies for handling the situation.

Remain Calm

It’s essential to remain calm when dealing with an angry customer. This can be difficult, but it’s important to remember that the customer is not angry with you personally. They are angry about the situation they are in. If you show them that you’re calm, it will help to diffuse the situation.

For example, you might say something like, “I’m sorry to hear that you’re having such a difficult time. Can you tell me more about the problem?”

Stay Positive

It can be challenging to stay positive when you’re on the receiving end of an angry customer’s wrath. But it’s important to remember that every call is an opportunity to turn a negative into a positive. If you can find a way to do that, it will go a long way in diffusing the situation.

For example, you might say, “I understand how you feel. Let me see if I can help you with that.”

Convey Empathy and Understand the Caller’s Frustration

Empathy is vital when dealing with angry customers. They need to know that you understand their frustration. It’s essential to convey this in a way that is not condescending or fake. The goal is to make the customer feel like you understand their situation and are there to help.

You can do this by saying something like, “I can see how that would be frustrating. Let me see what I can do to help you.”

Use Active Listening Skills

Active listening is a skill that all customer service representatives should master. It’s imperative when dealing with an angry customer. This involves really listening to what the customer is saying and trying to understand their perspective. It also involves responding in a way that shows you’ve heard and understood their concerns.

Try to restate the customer’s issue back to them in your own words. This will help show them that you’re listening and understand their problem.

Find the Unhappy Customer Pain Points

When dealing with an angry customer, it’s crucial to find the root of their anger. This can be difficult, but you need to understand the problem. Then, you can begin to work on a solution.

For example, if a customer is angry because they’re not getting the results they want from your product, you can work on finding a way to help them get the results they need.

Use a Calm Voice

Your tone of voice is important when dealing with an angry customer. You want to use a calm and collected voice. This will help to diffuse the situation and make the customer feel like you’re in control.

You can do this by speaking slowly and clearly. Avoid using a tone that is condescending or argumentative.

Schedule a Follow Up Call

If you’re unable to resolve the issue during the initial call, it’s important to schedule a follow-up call. This shows the customer that you’re committed to solving their problem. It also allows you to check-in and see how they’re doing.


Establish an Angry Caller Policy

Have a policy in place for dealing with angry customers. This will ensure your team knows how to handle these situations. Prepare your agents to diffuse the situation.

The policy should include tips for:

  • Handling difficult situations
  • De-escalating a call
  • Finding the root of the problem
  • Offering a solution


De-escalate Angry Customers

Dealing with angry customers is a part of doing business. But it doesn’t have to be a stressful experience. By following these tips, you can effectively handle these situations, diffuse caller anger, and hopefully, find a positive resolution.