Defusing angry Customers

Show acceptance not necessarily agreement for what the customer said or experienced.

Express sincere personal regret for the bad experience. If appropriate apologize on behalf of the organization without blaming anyone

Show appreciation for customer feedback or actions that help you understand and resolve the situation. 

Let the customer know you are ready and willing to help and will personally follow through

Check your understanding of what the customer said or what actually happened.

6-Selectively Agree
Agree with at least one thing the customer said.

7-Set Limits
Make statements that let the customer know that certain words or behaviors are beyond the limits of cooperative or productive business conversation (always use positive supportive tone of voice)


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How to say "NO" to customers? Don't just say NO Serve the customer a Service NO Sandwich instead. Call center customer service training skills.