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 is a favorite training partner to Fortune 500 companies with her customized, engaging, behavior-changing (and fun) customer service workshops, working with McDonald’s, Coca-Cola, Frito-Lay, Michelin, Vera Bradley and other brands.

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