Calming an Irate Customer

Nothing can be more frustrating than a caller who is irate, no matter how well trained or prepared we are. Dealing with some one who is irate evokes emotions in us. These emotions tend to cloud thinking and make it difficult to respond effectively to the caller.
Here's the kicker: if a situation is not handled correctly, the caller becomes even more irate - creating bad blood between the caller and the company.

There are several points to consider when communicating with an irate caller:

Evaluation of the situation: Be sure not to negatively evaluate the caller's complaint. Listen actively and objectively, and then do all you can to assist them.

Strategize: Sometimes a caller may think we are not "leveling" with him, particularly if they've had problems before. Strive to sound sincere and open at all times.

Control: Keep control of the conversation even though it isn't always easy to handle. You keep control by asking questions and gathering information. Use a combination of both open and closed ended questions to keep the information flowing and keep you in control.

Neutrality: Listen and stay neutral. This can be hard, particularly if something about the caller strikes you the wrong way. However, you want to stay neutral. It will assist you in the calming process and not alienate the caller or you. Try to separate your emotion from the issue at hand. It will be appreciated.

Superiority (ditch it!): Deal with callers as equals. No one likes to be treated as an inferior. You may know why your company policies exist, but your callers should not be expected to understand. Often policies and procedures seem incomprehensible to outsiders. Help them out. After all, these callers are your customers or potential customers. They are the people who make your paychecks possible.