. I would answer the Americans and Londoners I can usually determine whether or not the caller is angry within the first few seconds of a call. When I come across an angry caller, it is important to simply listen to them before trying to defuse the situation. The caller may just want to vent his frustration. Sometimes, after a caller is given the chance to express displeasure, they will apologize and allow us to solve the problem with no further anger. While the caller is speaking, it may be helpful to jot down the major points of their problem on your notepad. Angry callers tend to go on tangents. Keeping notes will help you to find an answer to the problem more efficiently and will also allow you to maintain your focus. If the caller is threatening you, using violent language or swearing, follow your company’s policy guidelines for handling difficulty customers. If your guidelines allow you to end the call when they cross the line, by all means, end the call right away. It is important to stay calm during a call to prevent the situation from escalating. Here are a few ways to try:
1. Focus on using an even tone while you speak. Using an agitated or angry tone will simply infuriate the caller even more.
2. Remember that the customer isn’t angry at you. It is the situation that is making the caller angry.
3. Put yourself in their shoes. How would you feel if this happened to you? Having a little bit of empathy for the caller can go a long way.
3. Take a few deep breaths to calm your nerves while the caller is talking.
When the angry caller has finished talking, it is important to make them feel as if you are on their side. One way to do this is to apologize about the problem, convey empathy and then summarize their main points. Doing so will not only make the caller feel you are listening to them, it will also give them a few moments to calm down. You may be