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Effective Customer Service Phrases To Pacify Angry Customers

Customer Service Phrases to deal with angry customersKeep calm. That’s what everybody says nowadays – which is proper and ideal in any given situation. Especially when you are in the customer support industry, you’re going to need tons of patience and pure serenity. It’s kind of a battlefield out there where customer service representatives are the SWAT bomb specialists trying to diffuse a time bomb ready to detonate. In order to handle the situation well and effectively, one must extremely focus, get their act together, and execute the plan. And the plan is… Say those magic words to keep them cool or stop their ranting for a moment at least and make them listen.

Dealing with irked and unhappy customers is indeed a difficult challenge. But this situation can be a golden opportunity for a business if customer support knows how to handle it with grace. A lot of customer support people have to deal with fuming or dissatisfied clients, and nobody said it was easy. But if you know what to say and, more significantly how to say it, you may be able to manage and recover from the situation. Actually, you can even wind up with a healthier relationship with your customer than you had previously.

Here are the right words and phrases to use with different types of irate customers according to CallCenterHelper.com:

Type of Customer: The Offloader

Words and Phrases:

• “I’m so sorry that you feel this way, Mrs. Robinson…”
• “As a solution, may I suggest that…?”
• “What I’ll do right now is…”
• “We really do appreciate this feedback, Mrs. Robinson …”
• “May I arrange for an update call, at a time most convenient for you?”

The Legit Complaint

Words and Phrases:

• “Thank you so much for letting us know about this, Sir/Madam…”
• “I’m so sorry to hear about this, Mrs. Robinson …”
• “I completely understand how you feel, Sir/Madam…”
• “Thank you so much for your patience/understanding, Mrs. Robinson …”
• “I will action this for you right away…”

The Vulgarian

Words and Phrases:

• “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. Robinson …”
• “You seem very upset, Mrs. Robinson. Would you prefer to continue this conversation through email or post?”
• “I’m sorry you’re so upset, Sir/Madam. Would you like for us to call you back when you feel a little calmer?”
• “I apologise, Mrs. Robinson, but if you continue to use this language, I will be forced to end this call.”

The Threat-Maker

Words and Phrases:

• “I do understand the inconvenience you’ve faced, Sir/Madam…”
• “Let me see how I can fix this, Mrs. Robinson …”
• “I recommend that you (insert action here), Sir/Madam, so that I can take further action without delay.”
• “I am more than happy to help you, Mrs. Robinson …”
• “For the quickest resolution, I would request you to…”

Agents, managers and company leaders should know the importance of these words. Whatever the consequence is, may it be the worst irate customer speaking with you; make sure to hold on to these magic words to allow you to bounce back from a very dark situation.

Always guarantee that you listen enthusiastically to the customers’ problems or grievances. Don’t forget to resist the impulse to disrupt or resolve the problem immediately. Remember the value of being considerate and emphatic and ensure that your body language corresponds to what you say or do. In addition to this, ask your client what will make him happy if you’re not positive how to fix the situation. Get it done immediately if it’s in your power to do so. Last but not the least, always follow up with your customers to guarantee they are truly happy with how the situation was resolved.

What words and phrases do you use to deal with irked customers? Share with us today.


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