Avoiding the Infection of a Caller’s Anger

Working in a contact center means occasionally dealing with angry people. Did you know the only thing that makes the call bad is your reaction to it? We have control in how we act, and we can refuse to become emotionally involved in the call. Avoiding emotion leads the caller into a constructive conversation instead of a destructive one.

Accept the situation

Fear of the “bad call” causes more bad calls than anything else. Fear causes defensive behavior by reps and calls that escalate out of control. Relax and realize that these calls exist. We can’t avoid them so our best bet is to manage them.

Be the actor in a play

Call Center reps are actors. They are not involved personally in this conflict. They are just representing a company. Just like the actors in a play, reps are not personally hurt because someone is upset or angry on the phone. Step into a role and create that space between you and the caller.

Make Choices, Don't be a Puppet

“Between stimulus and response, there is a space. In that space lies our freedom and power to choose our response.” – Victor Frankl

Most people react instinctively to what people say, but we do have the option to choose. The more often a rep chooses the easier it becomes. When the caller is angry, choose to step back and move into the role. Remember that this anger is about the company. Power comes with the choice not to react but to lead the conversation.

Take your time and make a friend.

Once in the role, we are ready to handle the call. Let the caller spill out all of their anger. In fact encourage them to do so. Ask questions that lead to more explanation. The emotional reaction would be to quickly end the tirade, but this is a mistake. The caller must finish. The caller wants some confirmation that we hear and understand their emotion. Providing a sense that we understand why they are angry will convey that we care. They will calm down. Defending the company at this stage of the call is a mistake.

Lead the conversation to a solution

Once the emotion is over a solution can be found. Speak slowly and with assurance. Use words that reiterate a sense of security and trust to the caller. Make sure they feel part of the solution by asking for agreement. If we can’t give them what they want, lead up to your solution with “yes” questions that are related to the problem. Such as “Is this your address? Was it delivered on this date? Once they confirm two or three statements, suggest a solution in the form of a question.

The best customer service reps look at the angry call as a challenge. They revel in bringing the call to a positive conclusion. Realistically not every call will end up with a happy caller. But the call is successful if the caller was able to conclude their business without involving you in their emotion.