How to deal with difficult customers on the phone

The uptake in online service usage has led to an increasing number of challenging calls being handled by call operators. This blog looks at how to deal with these difficult conversations and some effective communication skills that can be used when supporting distressed callers on the phone.

What is a difficult customer on the phone?

There are many challenges facing call centre agents, and the definition of a difficult customer is different for everyone. The way people speak, and the emotions and reactions conveyed during a call, have the potential to make the call handler feel uncomfortable and find it difficult to guide the conversation to a conclusion with the desired outcome.

What is the difference between face-to-face and phone communication?

When assisting a customer face to face, you can rely on both visual and verbal cues to effectively handle the situation. However, with a lack of intimacy, managing the same situation over the phone is one of the challenges facing call centre agents. Anyone can make phone calls and people are more inclined to express powerful emotions when communicating by phone. This is more likely to change the nature of the call, which will require you to adapt your approach.

How to deal with difficult customers

The CALMER framework is a globally recognised framework founded by the British Red Cross. Applying the framework gives you the tools to better deal with difficult customers on the phone. By applying the CALMER framework, you will be more able to deal with difficult customers on the phone.

Consider – the situation, expectations and reactions

There may be several reasons that the caller is experiencing strong emotions or reactions. The distress could stem from the nature of the call, its outcome or something unrelated to the conversation.

Some individuals may feel vulnerable, disappointed, or stressed by the situation, especially if they are not receiving the desired answer. Others might perceive the questioning as an interrogation or struggle to see the necessity of sharing personal information, leading to frustration.

If you understand the underlying cause of their reaction, you will be able to know how to deal with difficult customers and use effective communication skills to assist in handling the call more efficiently.

There are different expectations surrounding phone calls. Employers anticipate adherence to their protocols with a professional manner. Callers seek a professional service that provides favourable solutions. For example, there is a public expectation that can affect the organisation's reputation for those working in support or helplines. While it's common to concentrate on the customer's response, it's crucial to acknowledge how the call may impact the employee and consider seeking additional support when needed.

Acknowledge - the situation and how you/people are feeling

It can be tempting to deflect emotions of anger and distress by telling the caller to “cheer up” or “calm down”, however, it is more effective to acknowledge their response. You may find the following prompts helpful:

• using a person’s name
• maintaining a calm tone of voice
• avoid promises–be honest
• let the person let off steam
• recognise the other person’s feelings.

Listen – actively

Active listening is crucial when considering effective communication skills of a call centre operator. As visual cues are absent, it's important to be extra mindful of words and actions. When talking to a customer, it's beneficial to rephrase the other person's statements to confirm understanding. This demonstrates attentiveness and comprehension, whilst reinforcing their message in your own thoughts.

Manage - the situation as it changes, promoting dignity and respect

Maintaining professional boundaries to respond effectively, is one of the challenges facing call centre agents. It's crucial to be aware of your emotional responses to distressed customers to safeguard your mental wellbeing and ensure your emotions don't affect the customer, both of which are key to building confidence at work.

When understanding how to deal with an angry customer, it’s important to understand the situation from the customer's perspective, especially as situations or reactions may evolve during the conversation. Dealing with callers who struggle to express their needs can be challenging, as some might be overwhelmed by emotions while others may intentionally withhold information.

Enable

The purpose of enabling is for the call handler to guide the conversation with the caller in a way that empowers the caller to make decisions or feel involved in the decision – making process. This can be achieved by assisting the caller in considering options, identifying and evaluating priorities, and reaching a decision.

Resource

Resourcing pertains to the support that call handlers offer to callers when dealing with an angry customer, such as providing facts, information, directing them to relevant resources, websites, contact numbers, and more.

How to improve call handling skills

As part of our Mental health at work training, our course aims to help with the challenges facing call centre agents by improving call handling skills through our Dealing with distressed callers course. The course encourages effective communication skills and tips in how to deal with difficult customers who may be experiencing emotional distress, providing support and reassurance, while maintaining a calm and professional demeanour.