The best way to handle escalated callers

Written by: Daniele Lavelle, senior call center agent

At Solid Cactus Call Center, we are the industry experts in handling escalated callers. I believe the best way to handle an upset caller is to quickly determine how I, as an agent, can change the customers mood. The callers are generally happy with the agents, but upset at the situation which caused them the inconvenience.

One of the first steps is to listen and offer sincere apologies for the problem, thank the customer for bringing the issue to our attention, then assure the customer you will do everything you can to find the root of the issue. Prompt and respectful dialogue is key, as the customer feels like the agent truly cares.

I find that calming a customer down, I am able to address the root issue - which is often times not as complex as initially explained. Having confidence and concern in your voice will help any agent de-escalate an irate caller.

The old saying “The customer is always right” may be cliché - so try “The customer isn’t always right, but they are ALWAYS the customer, right?”