No matter how fantastic your products and services are, one day a customer would be displeased, get angry, call you on the phone to vent his anger or walk up into your office to complain. When this irate customer scenario happens, the last thing you want to do is trade the blame game.
This is because doing that would escalate the issue – instead of pacifying the angry customer and providing the room for the solution to the problem.
To help you (as a business owner or a customer service rep) deal with angry customers on the phone (or face to face), we have compiled seven irate customer scripts and what to say to an angry customer.
The scripts presented in this post have been used by several businesses to resolve conflicts with customers; if you adopt them when you are caught up an irate customer scenario, you are likely to solve your customers’ problems easily.
Therefore, go through the list one after the other and digest the each of the statements.
7 What to Say to an Angry Customer Statements that Pacify Irate Customers
- I am sorry
This statement is one the shortest statements in the world; however, it might be very hard to say by most customer service reps, especially when the customer’s complaints are not valid – or when the customer is responsible for the problem.
However, to pacify an irate customer, you would need to apologize for the customer’s unfortunate situation. Saying “I am sorry” would calm the customer’s nerve, and he would be ready to listen to the solution you want to propose.
You should note that saying “I am sorry” doesn’t necessarily mean you or the business is at fault. You are saying the statement to make the customer feel he did not make a wrong decision patronizing your business.
When said with sincerity, in a compassionate tone, “I am sorry” is an irate customer script that helps set up the stage for a two-way conversation that resolves the problem the customer is facing.
- I understand your troubles
Claiming that you understand the troubles of an angry customer makes him feel you understand the problem he is going through. Let’s say you are in an irate customer scenario over the phone, and the customer continues to vent his anger and narrate his distaste your company’s products and services.
If you talk back to the angry customer, he may not hear what you are saying; however, by allowing the customers to finish his talks and now replying by first saying “I understand your troubles,” the customer would be at ease as the statement shows you empathize with him.
From there you can now start explaining how the issue could be resolved to the customer – and he would be ready to listen.
- I will try my best to resolve the problem
This statement serves as a good follow-up statement for the “I am sorry” and the “I understand your troubles” statements. It is a transitional statement that takes the angry customer (now pacified) from his rage into a conversation that will lead to the resolution of his problem.
- To resolve this issue quickly, could you …
You should only say this statement if the “I am sorry” and the “I understand your troubles” statements appear not to pacify the angry the customer. Or, if the customer replies you with a statement like “sorry for yourself,” or the customer announces that you do not understand his trouble.
This kind of customer is not willing to listen to anything from you, other than the solution to his problem. So what to say to an angry customer in this category is the “To resolve this issue quickly, could you …” statement.
What you use to complete this statement is dependent on how complex the issue is and how quickly your company can resolve the issue. However, in doubt, the statement is surely going to calm the nerves of the angry customer.
- This is what I can do to help you
This irate customer script is best said to an angry customer when you know you understand the problem and can quickly provide a solution. The statement would make the customer feel at home as it makes him believe you know what to do to solve his problem.
Note, only say This is what I can do to help you as a “What to say to an angry customer” statement when you are sure you can provide an instant solution.
- If I cannot resolve the problem, I will surely find someone who can
It is true that customers do not want to hear you say you cannot solve their problem. However, instead of keeping the angry customer talking when you know you cannot solve his problem, it would be good if you propose transferring the call to the best person that can handle the situation.
Saying the statement would not only raise the hope of the angry customer that his problem would eventually be solved, but it would make you appear to be helpful. If for whatever reason, the person you believe can resolve the customer’s problem is not available, you can arrange the time that the customer can call back to speak to the person.
- I appreciate your patience
This “what to say to an angry customer” statement comes at the end after the angry customer’s problem has been resolved. The statement would make the customer believe that you acknowledge the fact that he was patient with you till his problem was solved. It would also make the business appear it has the customer’s interest at heart.
Moreover, “I really appreciate your patience” might be the last thing you say before the call drops.
There are what to say to an angry customer and make him cooperate with you to resolve the problem. If you use the statements often, you are likely to smoothly resolve all customers’ complaints and not lose them to competitors.
Which other statements do you think could help in irate customer scenarios?
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