intermediatePutcast

E19-IntermediateLevel-Dealing with an angry caller (part1)

Episode title: Dealing with an angry caller (part1)

Level: Intermediate

Duration: 00:15:36

Successfully handling an angry caller is an important skill. Often, these callers are customers and you don’t want to lose their business. Satisfied customers will return and recommend your company to others. Angry customers will do the opposite.

So in today’s lesson, we’ll cover ways to calm down angry callers, using a calm tone of voice, and let them know you’re listening. We’ll also look at language for acknowledging an angry customer’s feelings and frustrations by showing empathy. Finally, we’ll talk about ways to clarify problems so you can solve them quickly.