Calm an upset customer

Let them finish

An upset customer wants to be heard first. Don't interrupt, even if you already know the answer. Take short notes so you don't make them repeat anything.

Acknowledge the feeling, then the problem

"I'm sorry you've had to call three times, that's frustrating." Apologise for their experience even when it isn't your fault. It isn't admitting blame; it shows you're on their side.

Own the next step

Say exactly what you will do and when: "I'm checking your order now. I'll have an answer in two minutes." Vague promises ("someone will look into it") make people angrier.

• Use "I will", not "they should".
• Give a time, and keep to it.
• Confirm the solution before you end the call.

Phrases to avoid

• "Calm down."
• "That's our policy." (Explain the reason instead.)
• "There's nothing I can do." (Say what you can do.)