The infuriated customers are crucial as the reputation of the brand is dependent to a great extent on these customers. Therefore, companies can put extra efforts like listening more attentively, apologizing firmly and asking relevant questions to ensure that anger is purged off. Brands can outsource customer service to renowned call centers like Vcall Global to ensure that all types of customers including the angry ones are handled efficiently. For more detail of customer services visit our website: http://www.vcallglobal.com/

1. How customer service
department can handle
angry customers?
Irritation or anger is often ephemeral and they
occur when things don’t go according to plans.
They are endured in circumstances when the
solution hasn’t been found to the problem and
they subside the moment the complications get
resolved.
At call centers, the representatives are dealing
with furious, irritated, angry customers every
other minute which is definitely not easy as it

2. takes a big toll emotionally and might at times
adversely affect the confidence. Harsh
circumstances are a part of every jobs but
dealing with these situation is the real
challenge.
Having worked with an outsourced call center
service provider for over five years now there
hasn’t been a single day where I haven’t come
across an infuriated customer. Sometimes it felt
that even the best foot forward wasn’t the best
shot because nothing could make the
customers happy. Plus the customer service
representative’s deal with diverse personalities,
different moods, differences is ought to arise.
Well, it may not seem a very easy task to please

3. the customer but there are things that the
representatives can do to change things about
him such as looking at the situation with a
different perspective.
This in fact holds true for every circumstances
we come across. Change in perspectives has
had benefits of dealing with situations
strategically. This strategy will arm the
representatives with a powerful mindset and it
will be easier for them to deal with the anger
management techniques. To begin with, it is
advantageous to run all the possible scenarios
inside the head beforehand and when the
situation arises then you can deal with it
effectively. Mentioned below are few tricks:

4. 1. Rub that smile – It is a huge mistake to
smile when the customers are angry, there
is nothing more annoying for customers to
see their representative’s smile when they
are fuming with anger. It’s as if the
representative is not able to empathize
with the emotion of the customer.
2. Deal with the feelings of the customers
– Genuineness and honesty has its own set
of dimensions which is powerful and they
go a very long way to build relationships.
Similarly if you appear genuine the
customers will be able to relate with you.
For an instance, you could use quotes like,
“I understand how you feel…” or “I’m sorry
we put you in this position”. Be on their

5. side and hear them out. Sometimes it is
important to use the same tone as
customers and when your tone matches
with their voice then they subconsciously
sense a friend in you and their frustration
will ease. .
3. Be a listener – While the customer
keeps blabbering about his problems don’t
throw your opinions on him instead listen
attentively till he has completed his story.
This will not only help you devise solution to
their problems but the customers will be
able to confide on you. Once they are
composed then explain your position to him
as to the probable circumstances that might
have taken place.

6. 4. Apologize firmly – You need not sound
like a weakling while apologizing and you
need not use the word sorry for its way too
overused. You could say something like,
“For what’s worth to you, I truly apologize
for your set of troubles. We never meant
for things to take this course but now that it
has happened I will see what I can do”.
5. Resolve their problem – Put your words
into action and this will perhaps be the

7. strongest point of all and make sure you do.
Sooner or later make sure you follow up.
Generally it is a wise decision to confide with
the customer emotionally rather than being
abusive. Weather out the emotional bank of
abusive words, complaints and be calm and the
customers will respect you even more.
Imagine a day when you enter a store but you
were launched into amounts of complaints and
instead the salesperson handles the entire
situation in a composed and professional
manner. Weren’t you filled great amount of
admiration and respect for that lad? Same rule
applies to us. It is always advisable to put
yourself in the shoes of the customer and

8. perhaps you will be able to relate with the
anger.
The toughest part in this ordeal is to deal with
your own anger. Recognizing your own source
of anger will help you empathize with the
customer in different scenarios, which will
make you more compassionate. Anger if
reciprocated with anger, then the solution can
never be derived instead the anger of two
different people will keep piling up which can
lead to disastrous circumstances.

9. If anger is instead handled with kindness and
compassion, the subconscious mind fills with
curiosity which sends out signal that something
is terribly wrong and the infuriated person will
pay attention. It will take time but eventually
the anger yields because it begins to feel
embarrassed for behaving silly.
Take out a moment and examine the reasons
for anger. According to Buddha, “By observing
intensely you can discover the causes of anger
and if you find that you were the reason for
anger then it’s wise to accept your misconduct.
If you are not the reason for the anger then find
out ways to clear the misunderstanding. This
will help you avoid creating more suffering to
yourself and the other person”. To know

10. customer care services visit our website:
http://www.vcallglobal.com/customer-care-
services.html