Customer is Angry
Customer Yelling at You Right Now?
Stay calm. You've got this.
- Let them vent - Don't interrupt
- Say: "I understand this is frustrating. I'm here to help."
- Ask: "Let me make sure I understand - can you tell me what happened?"
Need to escalate? → How to Escalate
The 4-Step De-escalation
Step 1: Listen
Let the customer talk. Don't interrupt.
- They need to feel heard
- Take notes while they talk
- Wait for them to finish
Don't say: "Calm down" (makes it worse)
Step 2: Acknowledge
Show you understand their frustration.
Say this:
"I completely understand why you're frustrated. That shouldn't have happened."
Or:
"I hear you. That sounds really frustrating."
Step 3: Apologize
Even if it's not your fault.
Say this:
"I'm sorry you've had this experience. Let me see what I can do to fix this."
Not:
"I'm sorry you feel that way." (sounds dismissive)
Step 4: Act
Tell them what you're going to do.
"Here's what I'm going to do for you right now..."
Then do it.
Scripts That Work
Opening (Customer is Already Upset)
"I can hear this has been really frustrating for you. I want to help fix this. Can you tell me what happened?"
When You Need to Put Them on Hold
"I want to get you the right answer. Can I put you on hold for just one minute while I check on this?"
When You Don't Have an Answer
"I don't have that information right now, but I'm going to find out for you. Can I call you back in [time]?"
When You Need to Escalate
"I want to make sure you get the best help possible. I'm going to escalate this to our account team - they have more authority to resolve this for you."
When to Escalate
Escalate immediately if:
- Customer asks for a manager
- Customer is threatening (legal action, BBB, etc.)
- It's a complaint task (all complaints get escalated)
- You can't solve it and they're getting angrier
- You feel unsafe or uncomfortable
You won't get in trouble for escalating. That's what it's for.
When to Handle It Yourself
Try to resolve if:
- Customer is frustrated but reasonable
- You can actually fix the problem
- It's something simple (reschedule, provide info)
- Customer calms down after venting
Most angry customers just want to be heard. Once they vent, many calm down and you can help them.
Things to Avoid
| Don't | Why |
|---|---|
| "Calm down" | Makes them angrier |
| "That's not my department" | Sounds like you don't care |
| "I'm sorry you feel that way" | Dismissive, not a real apology |
| Interrupt them | They need to vent first |
| Take it personally | It's not about you |
| Argue or get defensive | You won't win |
After the Call
- Take a breath - Tough calls are draining
- Add notes - Document what happened
- Move on - Don't let it ruin your day
Remember: It's not personal. The customer is angry at the situation, not at you.
Quick Reference
The 4 steps:
- Listen - Let them vent
- Acknowledge - "I understand your frustration"
- Apologize - "I'm sorry this happened"
- Act - "Here's what I'm going to do..."
Magic phrases:
- "I understand this is frustrating"
- "Let me see what I can do"
- "I'm going to help you with this"
When in doubt: Escalate