From the course: Phone-Based Customer Service
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De-escalate angry calls
- Angry customers are incredibly difficult to serve. I've created an entire course dedicated to this called Working with Upset Customers, but I'd like to give you a few phone specific tips in this video. Let's start by trying to better understand the angry caller. First, calling probably isn't your customer's first choice for solving their problem. Studies show that a majority of customers start online. They might also try emailing, social media, or reading an instruction manual. That means customers can have two problems by the time they call. There's their original issue, plus they're frustrated because they couldn't easily fix it. The experience of calling can also be frustrating to your customer. They often have to navigate through a phone menu and then wait on hold. This can make a frustrated person even more frustrated. But wait, there's more. A few studies have discovered that angry customers can be more…
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