This type of caller is among the most frustrating for a contact centre agent; he or she will likely have encountered legitimately furious customers in the past and may feel that to “mollycoddle” their Offloader is a waste of time and energy. Combining AI and Video to Improve Customer Experience, Harnessing AI & Automation for Seamless Customer Journeys – Webinar, Case Study: RFP Reducing Contact Centre Training Time by Over 90%, Calabrio ONE Now Available Via Twilio Flex Ecosystem, “I’m so sorry that you feel this way, Mrs Brown…”, “We really do appreciate this feedback, Mrs Brown…”, “May I arrange for an update call, at a time most convenient for you?”, “Thank you so much for letting us know about this, Sir/Madam…”, “I’m so sorry to hear about this, Mrs Brown…”, “I completely understand how you feel, Sir/Madam…”, “Thank you so much for your patience/understanding, Mrs Brown…”, “I will action this for you right away…”, “I truly understand your concern, Sir/Madam, but unfortunately we cannot tolerate the kind of language you are using right now…”, “I’m going to do my very best to help you, Mrs Brown…”, “You seem very upset, Mrs Brown. It validates the customer’s feelings and recognises that the situation is causing it. Choose the content that you want to receive. To show the customer you’re actively listening, paraphrase what their complaint is, ask clarifying questions, and don’t interrupt them.  But what specific words are central to all of these expressions? Don't “match” their tone. When it comes to calming angry or irate customers, a skilful use of language by your agents could be very important. GEAL. Nobody argues if someone agrees with them. Any suggestions how to answer the persistent callers questions if no one available and when will someone call me back? It also implies that your service is something to be tolerated. 8. 10 Things Never To Say To Angry Customers. Easily confused with The Abusive Customer, the Threat-Maker is, in fact, a different kettle of chips altogether. The customer may not be right, but the customer is always the customer. Im so happy I found this article Now I have something to bank on w/ my calls specially for irrate customers!!!! That is, make the problem your common enemy. Instead, make the customer feel you're working together to make things right. They are shouting at the business you work for. The tips are to let them vent first but if they are rude then we train them to be assertive and remain calm…’Mr Brown I have not been rude to you so there is no need to be rude to me. im sorry to hear that mr/ms.____ you must have been really upset with the irregularities but rest assure that i will verify this issue immediately and look for all possible solution to help you address your concern. I usually use this line, “Had I be of the same situation, I will also feel the same” when I want to let the customer know I am with her/him while giving out the assurance that I am capable to resolve their issue. i know how frustrating it can be. 12 Worst Things to Say to Angry Customers. I – I statement (relating to the customer’s experience) showing a human connection. 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