You need to be logged in to see your course progress.

3 Tips on How to Handle an Angry Client


Call Center Essentials

0 POINTS

Complete the units, enroll in new courses, answer survey questions

By gaining points, you can win a personalised one on one coaching session

Complete the course to see how your learning has improved and gain 10 points

Answer the questions in each unit to generate your custom action plan and gain points

Collect points to be able to ask an expert any question you may have

Unit Video

Unit Summary

The 3 tips on how to handle an angry client:
  • Listen
  • Don’t argue
  • Empathize with the client

Survey Questions

You cannot view this unit as you're not logged in yet.

Build Your Action Plan

Many of us face the occasional angry client - weather internal inside our company or external in dealing with buying customers. Some customers are rude and not reasonable, but in the vast majority of times, customers are reasonable.
Here are 3 tips on how to handle an angry client and diffuse the situation
  • ListenListen and Listen some more
  • Don’t argue with the client, since you will never win
  • Empathize with the client and let them know you understand their situation
After understanding the problem and situation, if you can solve it that would be great, if not, then you need make it clear that the problem is out of your hands and it's unfortunate that they had that experience. Depending on the policies of the company, you might be able to offer them something to compensate them on their bad experience.
Remember, not to take any negative customer contact personally, you need to learn to separate your emotion from the job.