Question

You work in a Call center and a customer is angry and yelling at you on the phone. What is the best course of action?

• A. Yell back at the customer.
• B. Apologize and try to calm down the customer.
• C. Argue with the customer.
• D. Ignore the customer's complaint.

Hint:

Always remain calm when dealing with an upset customer. Apologizing and offering a solution can often de-escalate the situation quickly.

Answer 1

The Correct Option is B

Step 1: Remain calm and listen actively.
When dealing with an angry customer, it’s important to stay calm and listen to their concerns. Reacting with anger or defensiveness only escalates the situation. Step 2: Apologize for the inconvenience.
Even if the issue is not your fault, apologize for the inconvenience caused. An apology can help to defuse tension and make the customer feel heard. Step 3: Offer a solution.
Once the customer’s complaint has been heard, reassure them that you will help resolve the issue or direct them to someone who can. Offering a tangible solution can calm the situation down. Step 4: Stay professional.
Throughout the conversation, maintain professionalism and empathy. This ensures that the customer feels respected and that you are taking their issue seriously.