TELEPHONING II

II. DEALING WITH AN ANGRY CALLER

1.  CALMING THE CLIENT

Calming an angry caller

When talking to an angry customer, the most important thing is to keep calm. You can use these expressions to show that you're there to help.

How can I be of assistance?

I'm here to help.

I'm listening.

Learn about why the customer is complaining using these highlighted expressions.

Can you tell me everything from the beginning?

Why don't you tell me about when you placed the order? 

Could you explain exactly what the problem is?

The customer may have complained before, but with no results, which could be a reason why they're angry. You can use the highlighted language below to apologize and encourage them to explain the issue again.

I apologize that we weren't able to address your problem in a timely manner. If you could just tell me again what happened, I'll make every effort to assist you.

Showing support

How can I be of assistance, Mr. King?

Mr. Jackson, I'm here to help.

Apologizing for the issue

I apologize that we weren't able to fix the issue. 

Asking for information

Could you explain what the problem is, Mr. Lee?

Why don't you tell me about the issue you had?

1. How can I be  of assistance?

2. I'm here to help.

3. Why don't you tell me about when you placed the order?

4. Could you explain exactly  what the problem is?

5. I apologize that we weren't able to address your problem in a timely manner.

6. If you could just tell me again what happened, I'll make every effort to assist you.

2. EMPATHIZING WITH THE CLIENT

Showing empathy

When a customer is complaining, it's important to show empathy, or that you understand how they feel. You can use these highlighted phrases to do so.

I can see how that would be most frustrating.

I understand completely.

I'd feel exactly the same way if I were you.

Or you can show empathy by commenting on the situation as though you feel the same way as the customer. You can use these highlighted adjectives with negative meanings.

That's terrible.

This really is unacceptable.

You can also show empathy with an apology.

I'm sorry you had to go through all this trouble. Don't forget to confirm that you've got the full picture of the issue. Let me just make sure I've understood the whole situation. The order was late, and you … JACK (J): Ten days later, I called to ask about my curtains, only to find out you hadn't shipped them yet! I only received my order last week. NINA (N): Hmm, yes. I can see how that would be most frustrating . J: And when it finally arrived, two were the wrong color. N: That's terrible. I'd feel exactly the same way if I were you. What color did you ask for? J: Dark brown. And when I tried to hang them up, three were the wrong size. I specified every detail, and for some reason, you gave me three curtains that were way too short. N: This really is unacceptable , Mr. Hill. Let me just make sure I've understood the whole situation . Your order of 10 dark brown curtains was delivered late, two of them were the wrong color and three were the wrong size? J: Yep, and I'm tired of hearing lame excuses. N: I understand completely, Mr. Hill, and I'm sorry you had to go through all this trouble.

3. PROMISING ACTION

Promising action

Once you understand the complaint, you'll need to let the customer know what you're going to do about it. Use top priority to indicate the great importance you're placing on the complaint.

I'll make this my top priority.

You can also reassure the customer and promise action with the following sentences.

I'd like to assure you that you'll be satisfied when you receive our new product. I'm going to personally look into the situation. I'll make sure that the machines we send you are of the highest quality. Don't forget to say when you'll contact the customer again. I'll get back to you by the end of tomorrow.

I'd like to assure you that this matter will be resolved as soon as possible.

I'll make sure that the new design meets your standards.

MS. WESTWOOD (W): I'm sorry you had to go through all this trouble. I'm going to make this my top priority . I'd like to assure you that this will be resolved as soon as possible.

MR. HILL (H): Please do. My restaurant's opening is in three weeks, so I don't want anything to go wrong.

W: I understand. I'll personally look into this situation. If you'd like to give me your number, I'll call you back by the end of the day to update you.

H: It's 0211619292.

W: Great. You'll also receive a call from us to confirm the requirements and which curtains to replace. I'll make sure that the new curtains are finished and delivered as soon as possible. You'll also receive a 20 percent discount on your order. Once again, my apologies for this situation.

H: Well, that's more like it. I'll be waiting for your call, Ms. Westwood.

W: Yes, Mr. Hill. I'll get back to you later today. Thank you for your patience.   

III. DEALING WITH A COMPLAINT

1. ELICITING A COMPLAINT

Understanding the situation

When a customer is complaining, you can use these expressions to learn about their problems.

How may I help you?

Would you tell me what's happened?

Please explain to me what the problem is.

The customer may be upset. Show empathy to encourage them to explain what's wrong. Notice that empathy is expressed not only by the language used but also by the sincere tone of the speaker.

I'm terribly sorry to hear that.

Use these sentences to help the customer explain the situation in an organized way.

Let's start from the beginning. 

Can you take me through the problem step by step? 

Use I take it that to confirm what's being implied.

I take it that we've failed to live up to your expectations? 

The customer is more likely to share information if they think you'll act on it.

Tell me what happened, please, and I'll see what I can do to resolve the situation.

2. IDENTIFYING KEY POINTS

3. RESOLVING A COMPLAINT

IV. LEAVING A VOICE MESSAGE

1. LEAVING A VOICE MESSAGE

2. INTERPRETING WHAT SOMEONE WROTE

3. TALKING ABOUT FOLLOW-UP ACTION