Q&A for How to Handle an Irate Customer on the Phone

Treat this form of complaint as legitimate one, attempt to get the complainant's details and create a record of the complaints. You will soon notice a pattern, who they are aimed at and whether their intentions are nefarious in nature. Then you could sit down with your manager and discuss a method in which to reach a resolution.

Sometimes customers will not be happy with the outcome, even if everything possible was done to address the situation. Sometimes the customer has inappropriate expectations or wants something to happen that is not possible. The customer is not always right.

Be obliging and say something like: "I can imagine how upsetting that must have been but don't worry, I am here for your help and my manager will also advise you the same that I am going to advise you." If they keep insisting, then you can get the manager.

Most companies I have worked with have an abusive caller policy in which the operator will inform the customer they are using inappropriate language and that they will terminate the call if they continue.

This depends on your company's policy. The customer may well be just negotiating the best deal possible, but that does not mean you can necessarily waive the fee just because it is asked for. If you can arrange this, great. But if you cannot, you cannot promise something you cannot deliver. Just simply state this unfortunately does not qualify for free shipping and handling, your company has a policy of being transparent about pricing, and can you take the customer's order?

Speak up. Tell them that this is inappropriate language for the workplace and you'd appreciate it if they stopped cursing. If they don't stop, talking to your manager/boss/supervisor, or the human resources department.

If the transfer shouldn't have occurred, apologize to the customer and offer a refund. If the customer was the one who did the transferring, ask them what they'd like to have you do, and attempt to make it happen. If that's not possible, ask them if they would accept a future discount.

You have to be very careful with this type of customer. Be polite and be a good listener. You have to understand what is the problem, then be logical and compassionate in dealing with the problem.

Inform them that you can't talk to them and end the call.

At my job, people who call in to merely be abusive just get transferred to management after advising the customer of such. Review policies at your workplace to confirm that this is the correct course of action - some companies allow direct hangups, some companies transfer to management.

Stick to your guns. You can't change the policy, only work within it; you can certainly inquire with your peers around you/floor support to confirm or review policy. But all you can do is abide by the policy, and you just have to drive that point politely- if the customer gets angry, make sure your tone doesn't waver; listen, and be firm but polite- ask if there is anything else you can assist with, but repeat that even though you'd like to help, there are no means for you to complete the customer's request. If the person becomes abusive because of it, follow your company's abuse policy. Transfer to management when needed.