- Allow customers to talk: Allow angry customers to talk and express their feelings until they release their frustration and calm down. Customers need you to listen to them.
- Show you care: Use empathy statements to show you understand the customer's feelings or frustrations.
- Use the correct tone: Don't smile, laugh or mock upset customers. Convey empathy with a soft tone.
- Be neutral: Do not offer your opinion, agree or disagree with customers. Offer empathetic support work to solve their problems effectively.
- Don't react: Never respond to angry comments. Allow the customer to voice their opinion and interject with helpful redirection when appropriate.
- Focus: When a customer is tangential, redirect the conversation back to the important issues and focus his attention on constructive solutions.
- Use verbal softeners: Use words like "likely", "typically", "perhaps", "sometime", "possibly" or "occasionally" with customers who might not respond well to categorical words like "always" or "never".
Sources: Huffingtonpost.com, Hellopeter.com, Talkdesk.com