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Lowering the Temperature When the Call Gets Heated
Some customers are naturally rude and nasty. If you are able to fix their problem, their attitude improves immediately. When we can't give them what they ask for, there are some psychological needs that you can address. Fulfill these needs and you will reduce hostile behavior. Being anything but polite and professional, or by making inadvertent mistakes, will give them ammunition for more hostility.
Don’t interrupt as that will only make the situation worse.
Deal with their feelings first and acknowledge how they feel.
Be empathetic, not bureaucratic.
Offer choices whenever possible. These customers need to feel that they have some control in the situation.
Each situation is different! Listen carefully to the root of their upset to give the best response for that customer.
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