Devoted to customer service and the principles of exceptional customer services

In response to a previous post about angry customers, a reader asks:

“To what extent should a call center agent take abuse from an irate customer?”

When a customer gets to the point of yelling obscenities and making threats, here's something you can say to them, "I can help you with this issue, but I won't be able to until you stop the abusive language."

However, there are a couple things you can say to help ease the situation before it escalates.  Now, let’s remember that these must be said in a calm and helpful tone...

I apologize that we were not able to take care of you better.  I want to work with you to make things right.

Or

I understand your frustration.  Let’s talk this out and come up with a good solution.  

Whatever you do, don’t interrupt a customer while they’re venting and do not tell them to calm down.  This will only make them more angry.  

Related Post:
Dealing With Irate Customers