“Regularly, customers don’t call to phone in compliments nor are they thankful if you call. More than half the time, they just complain.” A lessoned learned the hard way for having been able to work on a call center for 6 months about 2 years ago. About 250-350 calls per shift and you’re already lucky if there will be at least one who would say “please” or “thank you”. Despite being one of the most accessible good paying job opportunities here in the Philippines, it doesn’t come short of being one of the most difficult.
That’s the reason why there are pre-trainings on customer service to be able to handle these customers. But before you can ever have their trust, the least their approval, you would have to go through their ire first.
Here are top customer service tips in handling irate customers:

  1. Be calm and Remain Professional
    Upon encountering an irate caller, possibilities of become emotionally affected can become apparent. Sometimes it would even make you feel like responding in anger as well. Don’t! Respond appropriately and professionally. Remember your training. Always bear in mind that the client is angry about their situation, not on you. Acknowledge the client’s right to be upset, after all, everyone is entitled to that right.
  2. Let him vent out his Anger
    This means that you do not interrupt the angry client, it will make him angrier. Wait for the right opportunity to come in. When the time comes that he starts to slow down, pounce, but empathetically. At least try to feel his emotions and understand why he is mad. Never stop to acknowledge their concerns. It is your job.
  3. Always assume the Submitting Position
    Be the one to always understand between the two-party-conversation with your client. Submit to his demands if it can be reasonably responded to. Even apologize if necessary. An appropriate apology doesn’t immediately mean that you are subjected to your client’s whim. It simply means you concede to his concerns that need addressing. Later if the client begins to feel your “submission” he can be calmer in addressing you over the phone. You may use some of the common response phrases like, “I’m sorry you have to go through this situation sir” or “I understand sir, I would definitely feel the same way”
  4. Avoid Jargon
    When people are upset, they sometimes lose their ability to comprehend and interact. When conversing with your irate client, avoid using words that he may not be familiar with unless if you’re sure he’ll understand it.
  5. Give the client the full discretion on what information to disclose on you
    It can’t be avoided that along the fiery conversation, there will be certain questions to ask in order to give you access to specific information. It is imperative not to be brash in asking. It will outright fuel your client’s anger. Give him the room to choose which questions he would want to answer. Be patient, eventually he’ll pave in and eventually break to you this pertinent information.

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