example of how to handle an angry customer?
433696
['Try Not to Take it Personally. ... ', 'Reassure the Customer. ... ', 'Show Empathy. ... ', 'Keep it Factual. ... ', 'Add Personality. ... ', 'Offer Solutions. ... ', 'Let the Customer Vent. ... ', 'Take Suggestions to Management.']
469008
Give the customer a chance to vent their frustration, and as mentioned above, try not to take it personally. Apologize, as always. Let them know you understand that they are aggravated and frustrated. You must accept some responsibility for the way they are feeling, as a representative of your business or product.
186340
['Remain calm, listen to what they are saying, ask open-ended questions.', 'Reassure them and acknowledge their grievances.', 'Provide them with an opportunity to explain what has angered them. ... ', 'Maintain eye contact, but not prolonged.']
356289
['Reduce response times. Good communication is vital and customers hate waiting. ... ', 'Have all information at your fingertips. ... ', 'Prioritize customer requests. ... ', 'Make sure the request ends up in the right hands. ... ', 'Help your customers help themselves.']
1386653
['Actively Listen. [00:24]', 'Repeat the Concerns. [00:44]', 'Actively Sympathize. [01:01]', 'Apologize. [01:17]', 'Find A Solution. [01:33]']
877698
['Stay Calm. Keeping a cool head is important for three reasons: ... ', 'Apologize. This may sound obvious, but a simple apology can go a long way. ... ', "Empathize. Try to put yourself in the customer's shoes. ... ", 'Check Your Body Language. ... ', 'Tell the Truth. ... ', 'Know Your Stuff. ... ', 'Be Assertive. ... ', 'Three Magic Words.']
1440456
['Complain directly to the person or organisation.', 'Use someone else to help you sort it out (alternative dispute resolution).', 'Make a claim in court.']
667200
['Be positive and patient: Being a live chat agent, this is the most important quality that a person should possess. ... ', 'Let them explain: ... ', 'Respond quickly: ... ', 'Avoid any errors: ... ', 'Acknowledge them with their name: ... ', 'Apologize at the right instant: ... ', 'Understand the customer and provide an appropriate solution:']
678522
['Listen and Agree. Allow them the opportunity to vent without interruption. ... ', 'Categorize. ... ', 'Empathize. ... ', 'Take Responsibility and Apologize. ... ', "Let Them Know You're Going to Fix It. ... ", 'Follow Up.']
1113425
['Apologize first and foremost. Be specific about what you apologize for.', 'Use their name in your sentences. Show that they have 100% of your attention.', "Don't make any excuses. If you have to, wait til the right time comes for a brief explanation.", 'Offer a solution. ... ', 'Follow up.']
158608
["If you're upset, it's only going to escalate the situation. Calm down and then begin to look at the situation and how you can intervene safely.", 'Take a deep breath.', "Use a low, dull tone of voice and don't get defensive even if the insults are directed at you."]
59495
["Don't ignore the person.", 'Be open to listening to what they have to say.', "Keep your voice calm when they're upset.", 'Try to talk things through.', "Acknowledge their distress, but don't feel like you have to back down if you disagree. ... ", 'Avoid pushing advice or opinions on them.']
991550
The key for these staff is to remain calm and not rise to the bait, or simply explain that they are terminating the call.” Listen to your customer, let them vent and try to address their concerns in a professional and practical manner.
328848
Sometimes the very best thing you can do to calm someone is to acknowledge the error, and apologize. If the error was the customer's fault, don't say that. Say something like, "I'm so sorry this happened. I understand how upsetting this must be for you." Then see what you can do to fix things.
814402
Use your best listening skills. The first thing an angry customer wants is to vent. To do so, they need someone to listen—and, for better or worse, you are that person. Listening patiently can defuse a situation, as long as the customer feels acknowledged in his or her complaint. Hear them out.
33
['Remain calm. ... ', "Don't take it personally. ... ", 'Use your best listening skills. ... ', 'Actively sympathize. ... ', 'Apologize gracefully. ... ', 'Find a solution. ... ', 'Take a few minutes on your own.']
875097
['Getting Defensive. One of the worst ways to calm a frustrated customer down is by trying to explain why something went wrong. ... ', 'Taking it Too Personally. ... ', 'Raising Your Voice. ... ', 'Ignoring Their Concerns. ... ', 'Showing Lack of Empathy. ... ', 'Being Slow to Respond. ... ', 'Acting Aloof. ... ', 'Not Asking for Feedback.']