Best intimidating phrases
Agents who encounter this sort of complainant should, of course, escalate the call to their nearest team leader without delay.
But in the interim, it would do no harm to offer some words of empathetic reassurance…
The caller will feel less stranded if you take personal ownership of their problem and taking away this isolation will help to remove frustration.
Customers want to hear what you can do to solve their problem, so it is important to avoid negatives such as and then repeat what they have said back to them.
Even so, many telephone staff find this complainant’s tactics the most provocative of any irate caller.
In many cases, an irritated person does not like to be told or it to be insinuated that they are angry, so try to remain positive.