How to Deal With Angry Customers

Dealing with angry customers is a common challenge for contact centre leaders, requiring well-honed agent skills and patience.

With this question front of mind for many across the industry, we spoke to experts who shared their top tips on managing angry customers, supporting your team, and turning difficult calls into positive experiences.

10 Top Ways to Deal With Angry Customers

1. Hire Agents Who Are Up to the Task

“If dealing with angry customers is part of your agents’ everyday business, you should be reflecting this in your recruitment selection process.

First, make sure that you are up front and honest about the type of calls your prospective agents can expect to receive when you’re discussing the job role with them.

And second, make sure the recruitment process evaluates personality and the skills and competencies required to handle conflict successfully.” – Julie Mordue, Associate Director of Marketing & Partnerships at Greenbean

During recruitment, clearly communicate the nature of the job and assess whether applicants have the conflict-resolution abilities needed to thrive. This approach ensures that you bring on agents who are better equipped to handle difficult interactions and maintain composure under pressure.

For clever ways to help you effectively attract and retain a diverse workforce in your contact centre, read our article: 10 Clever Ways to Attract More Agents

2. Give Agents Clear Guidelines to Follow

Having clear policies and procedures in place can help prevent issues before they escalate, allowing agents to address concerns swiftly and efficiently.

Empowering agents with the authority to resolve issues within set guidelines, so they don’t feel helpless when trying to assist a frustrated customer, reduces the likelihood of recurring problems, which can wear down both agents and customers.

3. Even Allow Them to Put the Phone Down

“Your people must have the ability to terminate calls without passing customers up the chain of command if the customer’s behaviour is offensive.

The psychological safety of the agent in this circumstance has to be the priority.” – Jessica Ham, an experienced contact centre leader and receiver of the UKCCF Gold Award for Head of Contact Centre

4. Create a Clear Destressing Process for Affected Agents to Follow

Access to mental health services, such as counselling or stress-relief resources, can give your agents the support they need to remain resilient.

You could also consider creating a debriefing or destressing process after tough calls, or implementing regular check-ins to monitor their wellbeing.

Taking steps to protect both your customers and your team can help maintain a healthier work environment and ensure better outcomes for everyone.

If you are looking for advice on how to help advisors destress, read our article: How Advisors Can Destress After an Angry Customer

5. Remind Agents “It’s Not Personal, We Promise”

Remaining calm and composed during difficult calls is essential for agents. It can be easy to feel attacked when a customer is irate, but agents need to avoid taking their anger personally.

Simply by staying calm, agents can demonstrate their ability to control the situation and guide the conversation toward a productive outcome. It also sets a professional tone and prevents the situation from escalating further.

“Not taking the situation personally may be easier said than done, especially when a customer is screaming about a problem the agent had no part in creating.

However, it’s important to have this mindset, as agents who control their emotions manage these interactions from a position of strength.’” – Alex McConville, Contact Centre Consultant

6. Put Mental Health and Wellbeing Initiatives in Place All Year Round

Protecting your agents goes beyond just reassurance, training, and policies, however, as it’s vital to prioritize their mental health too.

Handling angry customers, especially those who are abusive or demanding, can be emotionally taxing, so it’s crucial to create an environment where your agents feel equipped to handle customer complaints without feeling drained or overwhelmed.

The good news is these initiatives are on the increase and there’s been further investment across the industry in mental health first aiders, wellbeing rooms, yoga classes, and more in contact centres – all up on the previous year’s findings in our What Contact Centres Are Doing Right Now report.

7. Give Agents the Tools They Need to Provide Effective Solutions

Of course, these situations can be defused sooner if your team has some bandwidth to rectify the customer’s concerns straight away, so don’t leave your staff feeling powerless to assist or convey empathy to your customers.

It’s like asking someone to put a nail through a block of wood without a hammer. This can leave your people frustrated at the end of the day!

Sometimes, this may involve making concessions, like offering a refund or replacing a product, if it will help retain a valuable customer. But whatever promises are made need to be fully followed through, to avoid further disappointment or losses of trust.

For more suggestions on gestures your agents can offer, read our article: Goodwill Gestures for Better Customer Relationships

8. Develop Your Contact Centre’s “Listening Culture”

That’s not all! To even begin to help, your agents need to understand why customers are upset in the first place. In many cases, it’s the unmet expectations – be it a product defect, a delayed service, or unclear communication – that fuel this frustration.

However, the customer often needs the emotional space to express this, so active listening is key. Let them vent, and then show empathy throughout the call.

Acknowledging an angry customer’s emotions with phrases like “I understand how you feel” or “I can see why you’re upset” goes a long way in building rapport and de-escalating a situation.

Your agents could even try making listening noises; you’ll find right away that it really defuses an angry customer if they know someone is listening to them. It’s important to get a customer saying yes too, so repeat the problem back to them and make sure you get their buy-in: “Yes, that is my problem.”

9. Take Ownership of Customer Issues

Then, take ownership! The main complaint of difficult customers ironically isn’t the issue causing the trouble but that no one is taking ownership and working on getting it resolved.
If a customer feels that someone has stepped up and taken ownership they will forgive immense amounts.

One of the quickest ways to defuse a tense situation is by taking full responsibility for the issue at hand. Even if the problem was not the fault of the agent or the company, owning the issue helps the customer feel heard and that their concerns are being addressed.

Taking ownership shows the customer that their satisfaction is a priority. If necessary, have your agents schedule follow-ups with regular updates for the customer until the issue is resolved to their satisfaction.

For advice on how call centre advisors can take control of customer contacts and provide outstanding customer service, read our article: Training Your Team to Take Ownership

10. View Complaints as Opportunities to Do Better Next Time

Angry customers are often dissatisfied due to unmet expectations – so rather than viewing complaints as setbacks, consider them as feedback that can help your contact centre and wider business improve.

Analysing complaints can reveal weaknesses within the company, allowing teams to address root causes and prevent future frustrations.

“Are promises being made that are not being kept? Are customers not being informed when issues arise? Tackling these root problems will prevent calls from escalating.” – Paul Weald, the Contact Centre Innovator.

You could even consider thanking your customer for trusting your contact centre to put it right.

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Dealing With Angry Customers Is Part of Contact Centre Life

Dealing with angry customers is an inevitable part of running a contact centre, but it doesn’t have to be a constant struggle. By hiring the right agents, providing clear guidelines, and ensuring they have the necessary tools and support, you can turn difficult interactions into opportunities to build trust and loyalty.

More importantly, protecting your agents’ wellbeing is just as crucial as satisfying customers. A strong debriefing process, mental health initiatives, and a culture that empowers agents to take ownership of customer issues will go a long way in creating a positive and resilient working environment.