Dealing With the Angry Caller

Who hasn't had one? You pick up the phone and the voice on the other end explodes. You've got yourself an angry caller. Almost everyone shrinks when faced with anger or confrontation, but there are effective ways to deal with the angry caller. 

The angry caller is emotionally charged and agitated. Their anger is valid to them. The anger may be warranted or may be a result of a build-up created through a series of miscommunications or misunderstandings. So how do you deal with it? 

  1. Remain neutral. Do not take the offence or defence. Anger is an emotion. The angry caller has more emotion that you can effectively deal with so don't add your emotions to the pile. 
  2. Let them talk - let them vent. It is important at this point to let them be in control of the conversation until they are done. Do not interrupt but be sure to take notes while they talk. 
  3. When they have exhausted their side of the conversation, now it is your turn. Take control of the conversation. Make sure you clearly understand what the customer is saying. Ask probing questions to confirm your understanding. By now the customers anger will begin to diffuse and logic, rather than emotion, will enter the conversation. 
  4. State and confirm the issue as you see it. Look to the customer to confirm your understanding. e.g. As I understand it, the issue is... is that right? 
  5. Propose a solution that is mutually beneficial and that solves your customers' needs. There are specific steps to take that will allow you to reach a mutually beneficial decision. 
    1. restate previously agreed upon concerns. 
    2. State value of your upcoming proposal.

      3. e.g. It's important to me that we solve this because we value you as a resident and appreciate your contribution to our community. 
    3. Define solution, use I not YOU when expressing opinion.

      4. e.g. I think it would make sense if.. I would suggest that... etc. 
    4. check for acceptance.

      5. e.g. Does that sound OK? 
      If they do not agree to your recommendations, don't ask them what they want, rather ask more probing questions, confirm you clearly understand the problem and confirm that they know you understand. Then start with 5 again. Offer a different proposal. If they don't accept the first one they always accept the second one. The key is to always follow the steps in item 5. It creates a logical thought process and produces a win/win situation. 
  6. Restate the accepted solution, propose next steps, check for acceptance.

    7. e.g. OK, we've agreed that... I'll make the necessary changes... and if you run into any more problems you'll call and let me know. Sound OK? 

    Step number 6 is important; it concludes your conversation and solves the customer's problems. It is very important though that when you confirm what you are going to do that you also confirm what the customer will do. That way, after they hang up they will not feel that they have won an argument, but rather you have helped them. 

  7. Do what you promise. In other words, Walk The Talk!
These guidelines will not fail you. When you take the emotion out of the situation most residents will be reasonable. If you follow them the habitual complainers will learn that what they say is important, but that you also must have foundation if it is to be solved. Practice the process, put it to use and it will work for you. 

.

Return to PPMA Articles