20 WOW Telephone Techniques: Tip #17

What to say to the yelling or cursing customer

Bored Telephone Worker

  • “I’m trying to help you, but if you continue to yell and swear, I am going to ask that you call back another time. It’s up to you…which would you prefer?”

  • “I’m sorry. It isn’t possible to help while listening to that language. If it stops, I can help.”

  • “If a few minutes helps you calm down before we continue, that would be okay. You can certainly call me back.”

  • “I want to help you, yet the language is getting in the way.”

 

Note: Your tone is critically important with the above statements. You must come across calm, neutral, and non-threatening.

If you liked this tip, you might also like our customer service eLearning, which is loaded with phrases, approaches, and templates for how to handle challenging customers. 

Published by

myragolden

Myra Golden is an author, trainer and keynote speaker who has been helping companies for over twenty years to improve the customer experience through her customer service training workshops. Myra has a master’s degree in human relations and a bachelor’s degree in psychology, helping her to understand the challenges of developing the best customer experience as it relates to the psychology of the employees. Myra has helped Verizon Business, McDonald’s, Coca-Cola, Michelin Tires, Frito-Lay, Vera Bradley and many others improve the customer experience through her training. She was named one of the Top 10 Customer Service Bloggers by Huffington Post and she is the co-author of Beyond WOW!

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