Every team that talks to customers will get difficult calls: someone angry about a mistake, frustrated after calling three times, or simply having a bad day. On the phone there’s no body language to help, and tone carries everything. The good news is that handling these calls is a skill, and it can be learned.<\/p>\n
Active listening shows the caller they’ve been heard:<\/p>\n
“That’s frustrating, especially after calling before.” Acknowledging is not the same as admitting fault; it simply recognises the person’s experience.<\/p>\n
“I’m sorry you’ve had to deal with this.” A sincere, specific apology lowers the temperature quickly.<\/p>\n
People tend to mirror the tone they hear. Speaking a little slower and calmer helps the caller do the same.<\/p>\n
“I’m going to make sure this gets sorted.” Avoid passing the caller on unless someone else really can solve it faster, and if you transfer, explain the situation to your colleague first so the caller doesn’t have to repeat it.<\/p>\n
| Instead of<\/th>\n | Try<\/th>\n<\/tr>\n<\/thead>\n |
|---|---|
| “Calm down.”<\/td>\n | “I understand, let’s sort this out together.”<\/td>\n<\/tr>\n |
| “That’s our policy.”<\/td>\n | “Here’s what I can do for you.”<\/td>\n<\/tr>\n |
| “I don’t know.”<\/td>\n | “Let me find out for you.”<\/td>\n<\/tr>\n |
| “You’ll have to call back.”<\/td>\n | “I’ll call you back by \u2026”<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\nWhen a call crosses the line<\/h2>\nCustomers can be upset, but your team shouldn’t accept abuse. Agree on a clear policy: give one calm warning, then end the call politely if it continues. Make sure agents know they will be supported when they do.<\/p>\n After the call<\/h2>\n |