How to get Angry

Customer to back
down
Irate Customers to back down

• Being intimidated by difficult customers, ignoring

their behavior is not healthy or productive and in
most cases it doesn’t even lead to customer
satisfaction. In this topic there are six field
proven strategies and effective which guarantee
success in bringing irate customers to back
down.
Six field proven strategies

Use Apology Ask Question

Use Diplomacy Show Empathy

Go into Computer Mode Show Appreciation

 USE APOLOGY
TIPS:
• Listen carefully to the customer's concerns and show empathy by
acknowledging their emotions.
• If there was any inconvenience caused, offer a genuine apology to the
customer, even if the issue wasn't directly your fault.
• Maintain a professional and calm demeanor, even if the customer is upset or
frustrated. Take a deep breath before responding to difficult situations.
• Ensure that you communicate all relevant details accurately and clearly,
avoiding technical jargon that the customer may not understand.
• Whenever possible, present solutions to address the customer's issue. If you
can't resolve it immediately, explain the steps you'll take to rectify the
situation.
Example Statement
• Apology for a Delayed Delivery: Thank you for bringing this to our attention, and
I apologize for the delay in delivering your order. We understand the
inconvenience this has caused and are actively working on expediting the
shipment to ensure it reaches you as soon as possible.

• Apology for a Billing Error: I apologize for the billing error that occurred. Our
team is currently investigating the issue to rectify it promptly. In the meantime,
rest assured that we will adjust your bill accordingly and keep you updated on
the progress.

• Apology for a Technical Glitch: We apologize for the technical glitch you
encountered while using our online platform. Our technical team is already
working on resolving the issue. In the meantime, please try clearing your cache
and refreshing the page. If the problem persists, please let us know, and we'll
provide further assistance.
Example Statement
• Apology for a Poor Customer Service Experience: I want to personally apologize
for the unsatisfactory customer service experience you had. We strive to
provide excellent service, and we clearly fell short in your case. We will be
reviewing your interaction with our representative and taking appropriate
measures to prevent similar incidents in the future.

• Apology for a Product Defect: We apologize for the inconvenience caused by the
defective product you received. We understand how frustrating this can be, and
we want to make it right. We will arrange for a replacement to be shipped to
you immediately, and we'll include a prepaid return label for the faulty item.
 USE DIPLOMACY
TIPS:
• Employing diplomacy helps to prioritize customer satisfaction. By addressing
concerns with tact and professionalism, agents can effectively communicate
empathy and understanding, leading to improved customer experiences and
increased satisfaction levels.
• Diplomatic communication helps foster positive relationships with customers.
It shows that the contact center values their concerns, respects their opinions,
and is genuinely interested in finding mutually beneficial solutions.
• Diplomacy is an essential aspect of projecting professionalism and
maintaining a positive brand image.
• Contact centers often encounter customers who may be upset, frustrated, or
even angry. Diplomatic communication helps de-escalate such conflicts by
providing a calm and rational approach.
• Retention and Customer Loyalty: Diplomatic interactions have the potential to
enhance customer retention rates.
Example Statement
• Diplomatic Response to a Dissatisfied Customer: I understand that you're
dissatisfied with the service you received, and I apologize for any inconvenience
caused. I want to assure you that we take your concerns seriously, and we're
committed to finding a solution that meets your expectations. Let's work
together to address this issue.
• Diplomatic Response to a Challenging Customer: Thank you for sharing your
concerns, and I apologize if there was any confusion. I'm here to assist you, and
I want to find the best possible solution for you. To help me better understand
the situation, could you please provide me with more details? Together, we can
work towards resolving this matter.
• Diplomatic Response to a Customer Complaint: I'm sorry to hear about the
issue you encountered, and I apologize for any inconvenience it has caused. We
take your feedback seriously and appreciate you bringing it to our attention.
Rest assured, we will investigate this matter thoroughly and take appropriate
measures to prevent such incidents in the future.
Example Statement
• Diplomatic Response to a Misunderstanding: I apologize for any confusion that
may have occurred. Let's clarify the situation together. Based on my
understanding, it seems there may have been a miscommunication. Allow me to
provide you with a clear explanation and address any concerns you have. I want
to ensure we're on the same page.

• Diplomatic Response to a Challenging Request: I appreciate your request, and I

understand why it's important to you. While we may not be able to fulfill your
exact request, I'm here to explore alternative options that can still meet your
needs. Together, we can find a solution that works best for both parties.
 GO INTO COMPUTER MODE
TIPS:
• Speak generally without emotion.

• Avoid the bait your Customer is throwing you.

• Your word, tone, and attitude are completely impersonal and neutral.

• Continue to response without emotion no matter how strong the verbal abuse
is.
Example Statement

• I'm sure there are some people who think we don't care about servicing
customers.

• people get irritated when they don’t immediately get the help they need.

• It’s very annoying to experience a delay in service response.

• Nothing is more distressing than feeling like you’re being passed around when
all you want is help.
 Ask
TIPS:
• Open-ended questions encourage the customer to provide more information
and express their thoughts and feelings.
• Approach the questions with a sincere desire to understand the customer's
perspective.
• Repeat or rephrase the customer's concerns back to them to ensure you have
correctly understood their point of view.
• Angry customers may need to express their frustration and vent their
emotions. Allow them the space to do so without interrupting.
• After gathering information, provide reassurance that you are committed to
resolving the issue. Ask questions that help identify potential solutions or
preferences, involving the customer in the problem-solving process.
Example Statement

• Can you please explain in more detail what happened?

• I want to make sure I understand. Could you help me understand what
specifically made you feel frustrated?
• If I understand correctly, you're upset because the product arrived damaged. Is
that correct?
• I understand that you're upset. Please take your time and let me know what
specifically went wrong.
• What would you consider to be an acceptable resolution in this situation? We
want to make things right for you.
 6 Strategies
SHOW EMPATHY
TIPS Example of a Statements
- Is a powerful tool used - That must have been
to disarm angry very frustrating for you.
Customers.
- I realize the wait you
- Empathy helps you encountered was an
truly begin to see the inconvenience.
problem from the
Customer’s - If I were in your shoes,
perspective. I’m sure I’d feel just as
you do.
- Will help you from - It must have been very
losing cool when your frustrating for you have
Customer gets hot waited five days for your
order and for that I am
sorry
Effect
Empathy helps to validate the
customer's emotions and concerns.
Empathy facilitates effective
communication with the angry
customer.
Demonstrating empathy can help de-
escalate the customer's anger.
When a customer experiences
empathy during a difficult situation,
they are more likely to share their
positive experience with others.
 6 Strategies
SHOW APPRECIATION

TIPS Example of a Statements Effect

- Interject to thank the - Thanks for taking the - Your Customer expects
Customers for taking time to let us know how you to answer with
time to give you feel. respect and gratitude
feedback. that’s why this works.
- Thanks for being so
honest. - It’s a shock factor and
many times your
- We appreciate Customer is stunned in
Customers who let us silent.
know when things
aren’t right.

- Thanks for caring so

much.
Dialogue
CSR: Thank you for calling Daily Travel. This is RJ. May I help you?
Client: Why should I be charged $100 for a cancelled flight? The snowstorm isn’t my fault. And not only that, I also lost my
payment for a Hotel reservation because I didn’t give a 24-hour notice. This is outrageous! You money-sucking
company. Damn you!
CSR: I understand your situation, ma’am, but the company has its policies. Could you tell me what happened?
Client: I was stuck at Detroit because of a snowstorm. Then I called your agency to re-book me in the next morning’s flight. The
agent obliged, but with a $100 penalty. Isn’t that unfair? My Hotel booking was not cancelled because of the 24-hour
notice policy. Fucking policies! Stupid! My question is why should I pay for something that was beyond my control?
CSR: I’m really very sorry, ma’am.
Client: I want a refund of the flight penalty and my hotel reservation
CSR: may I get your full name and access code, ma’am?
Client: Therese Carmichael. I don’t know my access code.
CSR: it’s all right. Could you hold for a couple of minutes while I put you through to our supervisor.
Client: thanks
CSR: Sir, There's a complaint from a customer. I’m forwarding to you her record. This is her complaint….
Supervisor: okay. Put her through
CSR: Please keep your cool ma’am. I will now connect you to our supervisor.
Client: Thank you.
CSR: Not at all.
Dialogue (cont.)
Supervisor: Hi ma’am. This is Ron Allister. I’m the supervisor. What seems to be the trouble?
Client: I want a refund. Come to think of it, I was charged $100 for rebooking and I also lost my payment for my hotel
reservation. You see, my flight was cancelled because of the snowstorm. And just because I wasn’t able to
notify my hotel within 24 hours, I lost my payment. This is unthinkable! I’m fuming mad!
Supervisor: may I have your name and address, please? Or if you have it now, access code number?
Client: OK, I’ll just give you my access code number. It’s 02875.
Supervisor: Let check if I got the facts right. You said you wanted a refund for your $100 penalty and for your hotel
booking. Is that correct?
Client: Precisely!
Supervisor: your complaint is perfectly justified, but may I explain the matter from our point of view?
Client: And what’s that? Tell me!
Supervisor: Ma’am, what you paid for is based on company policies. We enforce them, but in some special cases. We do
give refunds. It may be an advantage for you if you talked with our customer service supervisor.
Client: are you giving me the run around?
Supervisor: No, ma’am. Our agent will tell you how to get a refund if your case falls under the special cases category. You
may call this number now 1-800-924-776.
Client: thank you.
Supervisor: Happy to serve. Bye!
THANK YOU!