10 Ways to Defuse Angry Callers

Anyone who's ever worked in customer service knows that dealing with irate callers is a part of the job. And while it's certainly not the most fun part, there are some things you can do to de-escalate the situation and hopefully turn an angry caller into a satisfied one.

Here are 10 tips for defusing irate callers:

1. Listen attentively and do not interrupt. One of the quickest ways to anger an already irate caller is to interrupt them or pretend you're not listening. Instead, give the caller your undivided attention and let them know that you're there to help.

2. Avoid using phrases like "I'm sorry for the inconvenience." Phrases like this can come across as insincere, so it's best to avoid them altogether. The last thing you want is for the caller to think you don't care about their problem.

3. Don't take things personally. It's important to remember that the caller is angry with the situation, not with you as an individual. There's no need to get defensive; just stay calm and look for a resolution.

4. Remain polite and professional. Even if the caller is being rude, there's no reason for you to stoop to their level. By remaining polite and professional, you'll show that you're the bigger person and hopefully diffusing the situation in the process.

5. Try to see things from the caller's perspective. Empathy goes a long way in diffusing anger, so try to understand where the caller is coming from and what they're hoping to achieve by calling into customer service.

6. Offer a solution—and follow through on it. Once you've identified the problem, let the caller know what steps you'll be taking to resolve it. Then, make sure actually follow through on your promises; otherwise, you'll only end up angering them even more.

7. If a resolution isn't possible, apologize—sincerely. In some cases, a resolution may not be possible, in which case all you can do is apologize for any frustration or inconvenience caused by the situation. Be sincere in your apology, and thank them for their patience along the way.

8. Take responsibility for your own actions—and avoid passing the blame onto others! One of things that frustrates customers most is feeling like they're being blamed for something that's not their fault—so avoid doing this at all costs! Instead, take responsibility for your own actions (or lack thereof) and remain committed to finding a resolution together.

9. Never offer false promises—it will only backfire. Don't promise something you can't deliver or make empty promises just for the sake of diffusing an angry customer; ultimately, this will only backfire and further damage your credibility moving forward.

10. Thank them for their feedback—even if it isn't positive! At the end of every call, thank the caller for their feedback—even if it wasn't particularly positive or helpful! This shows that you appreciate their input and are always looking for ways to improve your service going forward."

The above tips can help you diffuse a tense situation, however, every situation is unique so please use your best judgment in each individual case. Remember: stay calm, be polite and professional, listen attentively, offer a solution (if possible), empathize with their situation, take responsibility for your own actions, don't make empty promises, and always thank them for their feedback.

Want more advice for turning around an unpleasant customer service call? Here are 5 ways to turn an unhappy customer into a loyal promoter.