Understanding

and Handling
Irate Callers
Why Callers Get Angry?
 The service isn’t okay for them.
 Angry callers could be under great stress, having
trouble at work, experiencing family issues or be
facing some other life challenge.
 Service failed them at the wrong time when they
were already having other problems.
 Unfortunately, that sometimes means that your
institution has become an easy target and outlet
for their anger.
 They are frustrated.
11 Tips in Dealing Irate Callers
1. Staying Calm and Courteous
Remain calm and courteous in the face of caller’s
frustration and conflict.

2. Let customers vent

Angry callers need to vent, so be reminded to let the
callers talk. In doing so, it let them express their feelings
to calm down. Once they’ve calmed down, you can ask
some basic questions to get at the underlying cause of
the caller’s frustration.
3. Use the right tone of voice
Always use the right tone of voice. It is critical when
talking with an angry or frustrated caller. A steady
voice helps callers calm down, and helps agents
manage conflicts.

4. Don’t react/stay neutral

In addition to the right tone of voice, remain
unbiased when talking with frustrated callers. You
shouldn’t agree or disagree with them.
5. Offer a solution
You need to stay focused on helping callers to find a
solution. You can interject with helpful redirection at
the right time. The goal is to redirect the conversation
back to critical issues and provide constructive
solutions to their problems.
6. Return to the facts
Returning to the main points can help you de-escalate
angry conversations and guide callers in looking
solutions to their problems. Use phrases like: “Let me
make sure I understand your issue…”.
7. Stay positive
Staying positive is contagious. Their positivity will
eventually wear on the caller and help the caller
understand that you will resolve the issue in due
time. Staying positive also rebuffs the caller’s
negativity.

8. Prepare a script
Having a few bullet points or go-to phrases in your
script in these situations will help you
provide excellent caller experience, boosting caller
satisfaction rates.
9. Don’t take it personally
In many cases, irate callers are not mad at you, but at
the situation, they find themselves in.
Don’t take what they say personally as it will not help
you solve their problem.
10. Practice active listening
Active listening refers to a pattern of listening that
keeps you engaged with your conversation partner
positively.
• Ask questions
• Verbal and nonverbal feedback to show signs of listening
• Reflecting what is said
• Asking for clarification
11. Sympathize with the caller
Put yourself in the parent’s shoes.
You can sympathize the caller by using your active
listening skills.
• Hear what they have to say.
• Don’t be afraid to ask questions, so you get all the
facts.
• Then let them know you understand their position.
Questions?
Thank you!