[Edit] 
The most important thing you need to do when talking to an upset person on the phone, is deal with their emotions. Callers like this often have only 2 problems: the thing thats got them upset, and the fact that they're upset. The latter is the bigger of your problems when an angry person calls you. Emotional release is the only way to REALLY get through this without losing it.
Step One: Let them vent. Let them cry, yell, swear, or do whatever, and you need to take it. Yes, with a smile. Once they're done talking, they WILL shut up, and listen to you because at this point, they will have finished dumping their problem on your shoulders, and made you responsible for fixing it. They won't have anything else to say unless it's an answer to any questions you might have for them.
Step Two: Talk about it. If they are a customer of yours, then paraphrase the issue. Rephrase it in your own words. Doing so will show them that you have been listening, and it's all sunken in. And don't just talk about the basic problem. If their "suffering" has been prolonged, then it's best to mention the duration as well, while you're doing this. It may not be a big deal for you, but the issue might be urgent for the caller, and it's best to treat it the same way, and give it the due respect.
Step Three: DON'T apologise. Saying "Sorry" will fix nothing. It won't help you either. Not unless you've failed to meet some kind of commitment you made. If the problem happened by itself, it's not your fault, so don't apologise for it.
Step Four: Empathise with the caller. This is like bandaging the wound inflicted upon your caller. Showing that you understand (even if you really don't) definitely helps to mollify most people and is a further step into emotional release. Follow up with an assurance that you are definitely going to help them. You may fix the problem, but if they're really upset when they call, they will not feel any positive feelings towards you, and they will remain upset at you/your organisation for letting them get into the mess in the first place. Completing Step Four will ensure that you impress upon the caller that you care about their problem, and they will like you for it. Do a good enough job, and you may even receive a commendation from your caller, if you work in a call center.
Step Five: Wrap things up. Don't get off the phone until you're sure that your caller is convinced that their problem has really been fixed. Try to elicit a statement to this effect from them, if you can manage it. If your call is being recorded, so much the better for you. Once you've fixed things, now is the time to apologise to your caller, as a finishing touch.
If you understand these five steps, then consider yourself armed and ready to face the worst of the worse from any angry caller - even the swearers. Good luck, mate!
Step One: Let them vent. Let them cry, yell, swear, or do whatever, and you need to take it. Yes, with a smile. Once they're done talking, they WILL shut up, and listen to you because at this point, they will have finished dumping their problem on your shoulders, and made you responsible for fixing it. They won't have anything else to say unless it's an answer to any questions you might have for them.
Step Two: Talk about it. If they are a customer of yours, then paraphrase the issue. Rephrase it in your own words. Doing so will show them that you have been listening, and it's all sunken in. And don't just talk about the basic problem. If their "suffering" has been prolonged, then it's best to mention the duration as well, while you're doing this. It may not be a big deal for you, but the issue might be urgent for the caller, and it's best to treat it the same way, and give it the due respect.
Step Three: DON'T apologise. Saying "Sorry" will fix nothing. It won't help you either. Not unless you've failed to meet some kind of commitment you made. If the problem happened by itself, it's not your fault, so don't apologise for it.
Step Four: Empathise with the caller. This is like bandaging the wound inflicted upon your caller. Showing that you understand (even if you really don't) definitely helps to mollify most people and is a further step into emotional release. Follow up with an assurance that you are definitely going to help them. You may fix the problem, but if they're really upset when they call, they will not feel any positive feelings towards you, and they will remain upset at you/your organisation for letting them get into the mess in the first place. Completing Step Four will ensure that you impress upon the caller that you care about their problem, and they will like you for it. Do a good enough job, and you may even receive a commendation from your caller, if you work in a call center.
Step Five: Wrap things up. Don't get off the phone until you're sure that your caller is convinced that their problem has really been fixed. Try to elicit a statement to this effect from them, if you can manage it. If your call is being recorded, so much the better for you. Once you've fixed things, now is the time to apologise to your caller, as a finishing touch.
If you understand these five steps, then consider yourself armed and ready to face the worst of the worse from any angry caller - even the swearers. Good luck, mate!
First answer by LIBBYSMOM. Last edit by Therealstephie. Contributor trust: 2 [recommend contributor]. Question popularity: 12 [recommend question]
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