Call Examples Pop Out linked here.
Call Examples PowerPoint linked here.

Coach agents: Often, customers want to voice their concerns and frustrations. Hence, it is important to routinely coach and sensitize the agents to not take the misbehavior personally but view it as an expression of discontent towards the product or service. It is important for the agent to remain calm and instead professionally continue the conversation. Often, this has a calming effect on the customer as well, and increases the likelihood of a more productive, resolution-focused conversation. 

‍Active listening: Active listening goes a long way in de-escalating an angry customer. Angry customers want to voice their frustrations, and uninterrupted listening is a simple, respectful and easiest way to acknowledge their issues.

‍Show empathy: Showing empathy encourages the customer to calmly explain their issues. The customer must be reassured that their concerns are understood and will be resolved.

‍Use positive vocabulary: Agents should avoid expressing negative sentiments like “I don’t know”, “I cannot”, or “I don’t understand”. This could sound offensive to the customer and further exacerbate the situation. Instead, using constructive and optimistic script like “I will try to gather more information on this and get back to you” can be helpful. Agents must avoid saying “No”, especially to a frustrated caller.

‍Keep the customer informed: Another way to divert the customer’s attention from the issue and refocus it towards a solution-oriented approach is to inform the customer about realistic next steps to resolve their issues. This removes uncertainties about the problem-resolution process and effectively defuses the situation. Continuously updating them about the status of the resolution process in real-time is an effective ploy of managing an angry customer.