Tips for Handling Angry Callers

Isabella Roland • 3 weeks ago • 3 min read

Unfortunately, angry phone calls can happen. Are you equipped to handle them when the situation arises? How you handle your irate callers will pave the road to solving the problem or losing a customer. It might even lead to lost business due to negative reviews or word of mouth. Keep reading to learn more about our tips on handling upset customers phoning in. 

Keep Calm (So You Can Carry On)

One of the most important things to remember when dealing with an angry customer is to Keep Calm. This will help prevent the situation from escalating. Remember that it’s not personal, and unfortunately, they were just looking to direct their anger at whoever picked up their call. Nothing can get done if both the customer and the receptionist are angry, right? With a calm approach, conflict can be resolved and a solution can be figured out. 

Let Them Talk…

Let your customers vent their frustration. This angry call might just be something they might need to get off their chests about a product or inconvenience. Fortunately, allowing them to voice their thoughts can help you uncover their predicament and ask less questions later on in the interaction. However, should the customer become more aggressive and volatile than just upset, it’s important to follow your company’s protocol in exiting a call.

…and Listen To What They Have To Say

Once they’ve finished expressing their anger, you can start asking questions to assist in solving their problem. Active Listening skills, an important soft skill to possess as a receptionist, can help you pick out the important information you might need from the frustrations they voiced to you. Keeping mind of the important points in their statements can help you find a solution to their problem and help them end the experience on a happier note. 

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Avoid Putting Your Caller On Hold

Placing an irritated customer on hold won’t help them calm down, it might make even them angrier. Keeping them on the phone with a calm explanation of the journey the both of you are taking to a solution not only helps diffuse the situation but keeps them from using the silence as time to think of more inconveniences. Placing an irritated caller on hold can also sometimes be misinterpreted as an uncaring company or even a moment for receptionists to complaining about the situation. 

Find a Solution

Angry or not, your client contacted you in search of a solution. The time you spent on the phone with them is all part of the process to getting them a response they’re satisfied with. Give them different options so they can choose which way they’d like the transaction to end. Providing a realistic solution helps put credibility to your company and builds a reputation of trustworthiness. Go the extra mile at the end of the call and ask them if there is anything they might need additional assistance with. 

The receptionists at VoiceNation are experts at handling any disgruntled customers that might contact your business. VoiceNation is America’s #1 Virtual Receptionist Agency! Entrust your calls in the hands of our professionally trained specialists. Our live answering services are available 24/7/365 to assist with all calls to your business, with after regular business hours scripts to ensure your business doesn’t miss out on any opportunities.