How to handle angry customers in a call center in simple words?

Managing Upset Callers and Enhancing Customer Satisfaction

How to handle angry customers in a call center in simple words

Ways to Deal with Irate Prospects and Win Over Difficult Customers

How to handle angry customers in a call center in simple words? Handling angry customers and prospects is a standard part of running a company. Although these interactions can be stressful however, they also offer an opportunity to provide excellent customer service, and could transform a negative experience into positive. Effectively handling these situations requires an effective strategy that incorporates empathy, effective communication and problem-solving abilities. This guide will provide strategies and the best methods for dealing with angered prospects and winning over difficult customers. Make sure that you don’t just solve their immediate issues, but also develop long-lasting relationships based on trust and fulfillment.

In this article, we’ll examine Microsoft’s offerings within the area of software for call centers. We will shed light on the platforms and tools that allow businesses to provide the best customer service.

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Handle angry customers in a call center in simple words

How to handle angry customers in a call center in simple words?

How to handle angry customers in a call center in simple words? In order to handle angry customers at a call center, you must follow these suggestions: Prevent Angry Customers to Begin With, Listen, Remain calm, Repeat information, Avoid the hold button, Make the caller happy, Show Empathy, Don’t Take it Personally, Offer a Solution & Follow Up, Stick to the Facts and Stay Positive.

1. Prevent Angry Customers to Begin With

Before making a phone telephone call to a contact center, they must adopt the best preventive measures to minimize the chances of having unsatisfied customers at the other end:

  • Focus on high-intent leads: Focus your efforts on those leads who are the most interested in products or services to improve conversion rates and make the most of the agents’ time and cost of lead.
  • Protect your caller IDs: Make use of reputation management tools to ensure the security of the caller’s IDs. If leads know who’s calling them, they’ll be more relaxed immediately.
  • Use smart redial and recycle strategies:  Calling prospects too often is a sure way to upset a potential customer. Automated workflow technology can restrict calling and resting numbers for a set amount of time and extend the lifespan of leads.
  • Implement an omnichannel approach: In addition to outbound calls, strategically designed emails and texts can allow call centers to reach their customers in the correct moment and on the appropriate way for their needs.
  • Skills-based routing: Ensure clients are assigned to the right agent to meet their requirements with a smart, skill-based routing.
  • Dynamic scripting: When the call is initiated dynamic scripting is a great way to keep the agents on track and keep conversations with customers on track.
  • Speed to lead: Contact potential customers while your company is still in their mind–and before they’ve moved on or even joined competitors. Dialers provide top-of-the-line speed to connect.

2. Listen

You will usually know whether or not a caller is angry in the initial couple of seconds after a call. If you are confronted with an angry person It is essential to listen to them before trying to calm the situation. It is possible that the caller wants to express his anger. If an individual is given the opportunity to express their displeasure they’ll accept their apology and let you resolve the issue without further anger.

Call Center Agent Listening to Customers

During the discussion it can be useful to note the main aspects of the customer’s concern on a notepad. People who are angry often go off on tangents. Notes can help you to solve the issue more quickly and also help you to stay focused during the conversation with your customer.

If you encounter an extremely difficult situation and the customer who is angry threatens you with violence or swearing, adhere to the guidelines of your company’s policy. Your business should have guidelines for situations where the support staff has to deal with extremely angry customers and the situation gets out of control. If your policies permit you to stop the call once they get to the point, absolutely stop the call immediately.

3. Remain calm

It is essential to remain calm throughout a call to avoid the situation from becoming more serious. Here are some tips to follow:

  • Try to maintain a consistent tone when you talk, and remain calm, even if the caller persists to lose their temper. If you speak with an angry or agitated tone it is likely to irritate the person calling you.
  • Keep in mind that the caller isn’t angry with you. The issue is what makes the customer angry.
  • Try to imagine yourself in the shoes. What would you think of yourself in the event that this occurred to you? Many customers have valid reasons to react to the incident with anger and frustration. Being able to show a bit of compassion for the feelings of the customer will go a long way.
  • Relax for a while to relax your nerves as the person calling you is speaking. The most upset customers will need to express their anger and it is often helpful to remain calm and pay attention.

4. Repeat information

After the angry caller has ended their conversation It is essential to ensure that they feel like you’re on their side. One method to achieve this is to express your apology for the issue, show compassion, before reiterating their key arguments. It can not only make the person calling feel that you are paying attention, but it will also allow them some time to settle down. You might be amazed at how much more calm they appear when they return to talking.

5. Avoid the hold button

A lot of customer service reps will place a frustrated caller in a hold position, thinking that waiting period will allow them a chance to calm down. In reality, the opposite is the case. The delay time can make the caller more frustrated and can escalate the issue.

Some callers believe that the hold time permits representatives to speak in a rude manner without being heard. Some believe that they’re placed on hold so that the agent isn’t faced with the issue. Although this might be the case, waiting, the caller’s imagination is bound to have ample time to come up with negative reasons for the reason they’re stuck on hold.

Instead of placing the caller on hold while you investigate the issue, speak to them instead. Tell them exactly what you’re doing to fix their issue. For instance, “it seems to me that you might have an error in your billing. I’m going through your invoice Madame. Jones, and taking an inspection. I can see that you were charged at the beginning of the month. The payment was automatically made through the credit card you used. You stated that you had changed the method you used to pay which is why I’m going to note the transactions in your bank account and determine the date that this modification was implemented.”

6. Make the caller happy

After you’ve analyzed the issue, it’s time to act. Here are some suggestions to keep your callers satisfied:

The Challenges Of Using Microsoft Call Center Software

There are a few issues that come with making use of Microsoft software for call centers. Here are a few of the most frequent challenges:

Give them options

Giving your callers options to resolve their issue will make them feel more in control. Be sure to not only tell your customer what their options are but also how soon each option can be implemented. A lack of control can enrage the customer even further.

Offer a refund or voucher

If your company policy allows, offer them a refund or voucher. It can go a long way in showing that you are sorry and that you appreciate their business.

Go the extra mile

Before ending the call, ask the caller if there is anything else you can help them with. Going the extra mile can make them feel more appreciated.

Make them smile

Finally, compliment them on being patient or telling a joke to lighten the mood. If you can put a smile on their face before you end the call, you are an all-star agent.

Dealing with angry customers is an essential part of all call centers. Understanding how to handle these interactions successfully can be a huge help in enhancing the customer’s experience and your business. Being attentive, staying calm while repeating your message, avoiding the hold button and making the caller feel comfortable is crucial in dealing with an angry customer on the phone. Utilizing these strategies will allow you to aid the customer, but will increase customer satisfaction and cut down on handling time.

7. Show Empathy

Have you attempted to calm someone by saying to them “calm down?” It does not work. Many have realized this too late in the face of the wrath of a spouse or customer. It is calming for people when someone accepts their issue and shows compassion for the issue, and the stress that it creates. The caller or the customer should be reassured by saying that you are aware of the issue and will solve the issue.

Many people adopt the phrase “sympathize, empathize and apologize” in their interactions with customers who are unhappy. It is also possible to share short accounts to demonstrate that you’ve been through similar situations before and can understand the reasons for it being so difficult. Express your empathy, and try to write the pain is to difficult clients and show that you’re aware of the situation and are evaluating different options.

8. Don’t Take it Personally

While it’s easy to react defensively in stressful situations that are the other person’s fault, good customer service requires an additional level of self-awareness. This allows you to be detached from the problem. You can adopt a perspective that pits both you and the customer in opposition to the problem, and then concentrate on finding solutions, along in partnership with them. Utilizing phrases such as “I’d like to help,” and “If I’m listening to you properly” …” will demonstrate to the customer who is unhappy that you care about them and are willing to resolve the issue.

9. Offer a Solution & Follow Up

You’ve now listened and should have a clear idea of what the issue is and what you can do to resolve it. It is important to provide an answer that pleases the client. There are many issues that can be addressed just by listening and showing compassion, but you must be ready to provide some form of compensation to address the issue. Costs of offering a reimbursement or sending an item to an unhappy customer is minimal when compared to the negative publicity that comes with a negative feedback or online complaints. If you follow up with the customer after the transaction has been completed, you will leave with them a positive impression of your business and the services you’ve offered in the midst of a difficult time.

86% of great customer service interactions can turn an initial customer into a long-term frequent customer. Customers who are unhappy could become your most loyal brand advocates if their problem is addressed correctly.

10. Stay Positive

A call outbound isn’t an opportunity to tackle flames with fire. In regards to how to respond to an angry customer in your center for calls, you shouldn’t follow the anger of a customer who is angry. Things are likely to fall apart quickly.

Instead of giving into the negative feelings of your client, try to maintain an optimistic attitude that lets customers realize that regardless of their displeasure, you can provide the solution. The positive attitude of a person is infectious and even in the event that it doesn’t work out initially it will rub off on clients eventually.

11. Stick to the Facts

Facts can de-escalate anger and motivate customers to think about the best solutions to their issues. If you encounter an unhappy customer make sure to follow up or clarify the circumstances of the situation. (“Let me ensure that I am aware of your issue …”) so that you can keep the conversation in the middle.

When speaking to leads who are warm It can be helpful to remind the prospect of the initial reason they were interested in your item or services. Incorporating CRM data on when they expressed interest, the location, and even how they expressed their interest in sales messages will help to trigger positive emotions in prospects.

Frequently Asked Questions

To handle a call from an angry customer, follow these steps:


  1. Stay Calm: Keep your voice calm and composed.
  2. Listen Actively: Allow the customer to vent without interrupting.
  3. Empathize: Acknowledge their feelings and express understanding.
  4. Apologize: Offer a sincere apology for any inconvenience caused.
  5. Clarify the Issue: Ask questions to fully understand the problem.
  6. Offer a Solution: Provide a clear and actionable solution or next steps.
  7. Follow Up: Ensure the issue is resolved and follow up to confirm satisfaction.


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