How to deal with a difficult customer as a call center agent?

Call Center Service Strategies: Dealing With Difficult Customers

How to deal with a difficult customer as a call center agent

How to Deal with Angry Customers: A Call Center Guide

Your job in the call center can be difficult enough without having to handle angered or frustrated customers. But understanding and implementing customer-focused attitudes and using different methods to deal with customer service-related situations can aid you in getting your task completed, to your satisfaction and that of your client. Solving complaints from customers is the majority of the job for agents working in call centers. This article will look at How to deal with a difficult customer as a call center agent?

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How to handle a difficult customer as a call center representative

How to deal with a difficult customer as a call center agent?

How to deal with a difficult customer as a call center agent? To get past the initial anger and make contact with potential customers, sales representatives require more than the perfect sales script. They require effective strategies for the need to handle angry customers who call the center and keep their attention.
1. Prevent Angry Customers to Begin With
Before making a phone telephone call to a contact center, they must make sure they take the most effective preventive measures to reduce the chance of receiving unsatisfied customers at the other end of the spectrum:
  • Focus on high-intent leads
Target efforts toward leads that are most interested in relevant products or services to boost conversion rates while making the most of agents’ time and lead costs.
  • Protect your caller IDs
Use caller ID reputation management tools to protect the health of your caller IDs. When leads know who’s calling them, they will be more at ease from the start.
  • Use smart redial and recycle strategies
Calling a prospect too much is a good way to aggravate a potential customer. Automated workflow technology can limit redialing and rest numbers for set amounts of time and increase the lifetime of those leads.
  • Implement an omnichannel approach
Supplementing outbound calls with strategic texts and emails can help call centers reach customers at the right time and in the right channel for them.
  • Skills-based routing
Make sure prospects are matched with the best available agent for their needs with smart skills-based routing.
  • Dynamic scripting
After a call begins, dynamic scripting can keep agents on message—and keep customer conversations on the rails.
  • Speed to lead
Reach prospects while your business is still top-of-mind—and before they’ve either moved on or even gone with a competitor—with a dialer that offers top-notch speed to lead.
2. Don’t Take It Personally
The first thing to remember is that agents should not take a sour customer personally. This is a crucial lesson to teach prior to putting them on the phone, or during the sales training for your phone.
Companies may not be able to pinpoint the reason behind a potential customer’s anger. It could be that they’re experiencing an awful day. (We all suffer from these.) Perhaps they’ve had negative experiences with telemarketers, and are expecting the worst from this latest telemarketing opportunity.
3. Remain Calm and Confident
It’s easy to be shocked by a frightened possibility. Don’t be.
If viewed from an extended distance, some of the most threatening questions posed by an individual (“What do you like?”, “Why are you calling me?” and so on.) are actually simple questions which can be quickly and easily.
4. Listen First
The most crucial action to take in dealing with unhappy customers is to let them express their anger while listening.
Anxious customers need to be heard and the best representatives will try to assure customers that they’re paying attention. How do you respond to a phone call from a customer who is angry? In order to move the call from an angry state to a productive conversation Let the prospects speak first. Then, demonstrate that you’re paying attention.
Sometimes, it’s just when the sales rep is launching into a script that the prospect will complain. Even when a prospect is just venting, they’re actually sharing information that a salesperson can use. Be aware of the underlying issues or misunderstandings that fuel the anger of the prospect and use these to help you pitch your idea after they’ve finished their pitch.
5. Be Empathetic
In the process it is important to show compassion for the customer’s anger and worries. When customers who are angry are met by a friendly agent they are able to voice their frustrations and clarify what they’re looking for in a solution.
In the issue of how you’ll respond to a phone call from a customer who is angry, straightforward, honest responses such as “I understand how you feel” and “I can see how that is so frustrating” will assist in de-escalating the situation swiftly. Through showing empathy, the potential customer will understand that they’re talking with someone who has potential solutions to their problems and not just an agent who is after their money.
6. Stay Positive
A call outbound isn’t an occasion to battle flames with fire. In the issues of how to respond to an angry customer in your center for calls, do not respond to the rage of an angry customer. Things can quickly go downhill.
Instead of allowing yourself to be a part of negative feelings of your client, try to maintain an attitude of positivity that makes customers realize that regardless of their feelings you can provide an answer. Positive attitude is infectious, even in the event that it doesn’t work out initially it will have a fading effect on your customers over time.
7. Stick to the Facts
Facts can ease anger and motivate customers to think about the most effective solution to their issues. When you confront an unhappy customer make sure to re-engage or explain the details of the situation. (“Let me ensure that I’m aware of the issue …”) in order to maintain the conversation in the middle.
If you are talking to warm leads It can be helpful to remind the prospect of the initial reason they were interested for your service or product. Included in CRM information about the time, date they expressed interest, the location, and even how they expressed their interest in your sales pitch will help to trigger positive feelings in potential customers.
8. Secure the Next Step
After successfully bringing an individual back from the edge however, it may not be the best time to close a deal. However, it’s essential to extract the maximum value from the interaction.
Develop a rapport with your prospect by developing and securing a step that eases their worries and leads them towards buy. This strategy can take on various formats. For example, one could plan a follow-up meeting to discuss the issue in more depth, arrange an appointment in person or a demo in order to let them experience (and be convinced of) the product in motion, or a representative may send them a case study or thought-leadership piece that addresses specific issues.
9. See If There’s a Better Time
Of course the next step for prospects may not always be the next step in the funnel of sales. It’s sometimes best to respect the time of a customer who is angry and set up a second conversation at the time that is more suitable for them.
If you’re working with leads that are warm prospects are already showing an interest in the products or services they are interested in. This means that their anger could be triggered by something that doesn’t have anything related to the business who is following up on that interest. Agents could have better luck by calling to follow up at a different time.
However, the next call should not be left to chance. Agents must gently ask the prospect to pick a time and then schedule a particular time to ensure that they don’t go away on the lead completely.
10. Take Notes
Whatever happens making a phone call to an angry customer, it’s essential to document the event once the call is over. Post-call outcomes are a good way to plan the next sales call.
Did a certain de-escalation strategy perform well? Did the customer get a wrong impression of an item? There’s a variety of information which can be gleaned from conversations and utilized to improve your business’s sales process, even if it’s not the type of call that can lead to conversion.

What’s the Benefit of Dealing with Irate Customers?

Handling unhappy customers can be a challenge. However, the experience can bring numerous benefits to your call center staff. Solutions you find will improve processes, enhance the essential skills and help the entire team address difficult issues efficiently and effectively. Other advantages include:
Benefit of Dealing with Irate Customers
  • It helps your business to improve. Recognizing the reasons customers are unhappy helps call centers identify areas in need of improvements or in which areas agents require more education. This could save you a lot of time and also money in the future.

  • It helps by identifying areas where a business might need to refine a process or product. When more than one client has expressed concern about a problem, it could indicate the existence of a bigger issue. Customer feedback is crucial to examine your scripts for call centers or communication points as well as other areas. Be sure to concentrate on the final goal: enhanced customer service.

  • It also helps to give agents a chance to use conflict resolution skills. Listen. Be empathetic. These are only a few methods agents can use to deal with even the most angry customers. Although these scenarios can be uncomfortable, agents must develop their conflict resolution skills. These skills can be useful in the workplace as well as daily life.
The process of dealing with unhappy customers is not fun. However, handling these situations in a professional manner and with calmness will turn angry customers into loyal customers.

Frequently Asked Questions

  • “I understand that you are frustrated, and I apologize for any inconvenience this has caused you.”

  • “I am here to help you resolve this issue. Please let me know what I can do.”

  • “I know you are upset, but please be respectful to me. I am here to help you, but I will not tolerate abuse.”

  • “If you need to take a break and calm down, I am happy to wait for you. Please let me know when you are ready to continue.”

  • “If you would like to speak to a manager, I can transfer you.”


  1. Keep calm and remain professional
  2. Pay attention to the needs of the customer
  3. Be sure to acknowledge the customer’s feelings
  4. Apologize if necessary
  5. Provide an answer
  6. Follow-up with the customer

Agents at call centers may have to deal with difficult customers because of problems like issues with service or product or billing disputes, miscommunications or personal irritations.

If a client is angry or frustrated, remain at peace, be attentive and empathize with their emotions and concentrate on finding an answer to their issue.

If a client is abusive or uses language that is offensive, rude, gentle but clearly reminds them that you are there to help them and that you are expecting to have a respectful and professional conversation. If the behavior continues then you should consider getting the manager or supervisor.

It’s best to provide a gracious apology for any inconvenience a client has suffered even if the issue isn’t directly the company’s responsibility. This displays empathy and willingness to help.

Maintaining your patience requires breathing deeply and focusing on the problem at present, and reiterating that your aim is to help the customer. Pause for a few minutes if needed to restore your calm.

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