Dealing with an Angry Caller - Part 1

Дата: 2016-07-05
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This is the first of a two-part Business English Pod series on dealing with an angry caller on the phone.

Weve all dealt with angry people before. But dealing with an angry person on the phone, in a business setting, can be tricky. Sometimes you dont know the person, so his or her situation may be completely new to you. You cant see the person, so you cant read facial expressions or body language. Sometimes the person yells or talks so quickly that you cant understand exactly what they mean. And sometimes they might be rude, which can make you angry yourself.

Successfully handling an angry caller is an important skill. Often, these callers are customers and you dont want to lose their business. Satisfied customers will return and recommend your company to others. Angry customers will do the opposite.

So in todays lesson, well cover ways to calm down angry callers, using a calm tone of voice, and let them know youre listening. Well also look at language for acknowledging an angry customers feelings and frustrations by showing empathy. Finally, well talk about ways to clarify problems so you can solve them quickly.

Lets hear how Diana, a Customer Care agent for a credit card company, handles Jay, an angry customer whose credit card has been locked, or disabled.

Listening Questions

1. What city is Jay visiting?
2. What did Jay buy his wife for her birthday?
3. When was Jays credit card locked?