For a support agent, few things can ruin your day faster than answering a call and hearing an angry customer vent on the other end. It’s hard to help someone who’s complaining or cursing at you—and it’s even harder to want to help them.
These uncomfortable exchanges are difficult to shake, making it tough to focus on the next customer, who may be perfectly nice. So, how do you deal with irate customers in a way that allows you to provide an exceptional customer experience (CX) without feeling wounded in the process? Let’s find out.
More in this guide:
- How to deal with angry customers: 17 steps
- Why do customers get angry?
- How to respond to an angry customer (+ 7 templates)
- The importance of helping angry customers
- Frequently asked questions
- Flip your customer from big mad to big glad
How to deal with angry customers: 17 steps
As a customer service representative, you’re likely the first point of contact for customers. When a frustrated customer reaches out with an issue, it’s important to diffuse the situation. Knowing how to respond to an angry customer is the first step to providing a great experience that builds stronger customer relationships and customer loyalty.
- Stay calm
- Be an active listener
- Personalize the interaction
- Acknowledge your customer’s emotions
- Use positive language
- Restate what they told you
- Build trust
- Thank them
- Move to an appropriate channel
- Think critically
- Don’t take it personally
- Set clear next steps
- Stay consistent
- Explore solutions
- Ask for help
- Share knowledge with your team
- Hang up (as a last resort)
1. Stay calm
When an angry customer takes their frustrations out on you, it’s perfectly natural to take it personally. Your instincts may tell you to get defensive, especially when you know the customer is wrong. But remember, you’re there for customer support. You need to help them resolve their issues and diffuse tensions.
Before reacting, take a moment to process the situation so you can respond with a level head:
- Try to understand that the customer isn’t mad at you: They’re frustrated with the product or service, and you’re the person to vent to.
- Keep calm and speak with a composed voice: This can help disarm even the angriest of customers and increase the odds of de-escalating the situation.
Remember, you always have the option to involve your manager for extra support, especially if the customer is being abrasive, aggressive, or rude.
2. Be an active listener
They’re angry, and they want to be heard. If you’re their first interaction, give them the floor and actively listen to what they have to say. It’s your customer’s time to express what they’re feeling and experiencing. Take the opportunity to listen and support them through the resolution process.
If you’re the second or third touchpoint, repeating information or rehashing their experience might escalate the situation even further. If you have a conversational customer relationship management (CRM) tool, all of the customer’s interaction history will be in one place, giving you the context to help them resolve their issue—when you have the floor.
Practice active listening skills by:
- Taking opportunities to verbalize that you’re listening—use phrases like “I see” or “of course.”
- Focus on the words they use so you can mirror their language and acknowledge their feelings.
3. Personalize the interaction
Saying the customer’s name and introducing yourself can be powerful when de-escalating a stressful interaction. It creates a human connection and serves as a reminder that you’re real people instead of faceless, nameless voices.
Here are examples of how to provide personalized customer service:
- Use customer data and context, provided by your conversational CRM, so customers don’t have to repeat or rehash things they’ve said in the past.
- Make suggestions based on their purchase history or preferences to show them that they aren’t just another customer—and you aren’t just another rep.
4. Acknowledge your customer’s emotions
Instead of jumping straight into problem-solving, spend a moment validating how your customer feels. Use this opportunity to build customer empathy.
If your team made a mistake, be transparent about what contributed to their issue. That context helps your customer understand that everyone, even the customer service rep they’re angry with, is just trying to do their best.
Here are some examples of how to acknowledge your customer’s emotions:
- Try something as simple as stating that you understand the pain they’re experiencing.
- You can also apologize or say, “You’re right” if your company dropped the ball.
5. Use positive language
Using negative language during an interaction with an angry customer is a great way to light the fuse in an already explosive situation. Instead, use your soft customer service skills to carefully craft your responses, using positive language to lift the conversation and steer it toward a satisfactory resolution. Injecting positive language into the interaction suggests to the customer that you’re glad to help and want to work toward a resolution together.
A few positive language tips:
- Avoid language that isolates the customer or suggests their concerns aren’t valid.
- Use words like “absolutely” and “definitely” instead of “actually” or “unfortunately.”
6. Restate what they told you
Restating what the customer said ties into active listening. It shows that you’re attentive, you understand the customer’s pain points, and you’re interested in helping them resolve their issues. You can also use this tactic to ensure you understand their situation and what they want from you.
After restating what your customer told you, ask them to confirm that you got it right. A simple agreement goes a long way toward de-escalating tension and putting you both in a more comfortable space.
Here’s how to restate what the customer said and improve the situation:
- Use the customer’s words to signal that you’re not minimizing their pain.
- Look for opportunities to tweak their language to something less loaded and more tangible.
7. Build trust
An angry customer has likely had a negative experience with your product, service, or company in general. The relationship may be damaged, and you need to work on re-establishing lost customer trust to repair it.
Here are some examples of how you can demonstrate to the customer that you care, understand their issue, and genuinely want to help them find a resolution:
- Take responsibility: The customer will respect your ownership of the issue when you’re at fault and start to let down their walls.
- Be honest and transparent: Walk them through each step of the resolution process to show them you’re doing everything you can to help them.
8. Thank them
Simply thanking an angry customer for bringing the issue to your attention can help you build rapport with them. This makes the customer feel that they are a valuable part of your business and can help improve issues that you may not have otherwise known existed.
A few other examples of when to say thank you are:
- After receiving customer feedback
- To acknowledge their patience during a lengthy resolution process
9. Move to an appropriate channel
Don’t be afraid to embrace omnichannel support and move the conversation to a different medium so you can better help your angry customer. For example, moving a social media or text conversation to the phone humanizes the interaction, allows you to convey the right tone, and eliminates back-and-forth messages for faster resolution.
Likewise, you may need to switch to a video call to screen share as you troubleshoot their issue. Video communication will also allow you to analyze their body language, empathize, and have a more human conversation.
Here are a few best practices to follow:
- Don’t force your customers to move to a channel they aren’t comfortable or familiar with.
- Meet the customer where they are and only move the conversation to another channel if it’s appropriate for better communication or a faster resolution.
10. Think critically
Do they want a refund, or are they just looking for someone to validate their experience? Remember, the reason your customer is angry can change throughout their interaction with you and your team. Before addressing your customer’s request, you must understand their motivation.
You may need to go above and beyond your usual problem-solving to help your customer out, and that’s okay. Think back to your customer service training: Use your communication skills to gather all the information the customer provides and try to track down the root of the problem. The issue may not be your fault after all.
Here are examples of how to think critically during an angry customer situation:
- Review each step of the process with your customer to try and pinpoint what caused the issue.
- Ask the customer for detailed answers when you suspect the issue may have occurred on the customer’s side.
11. Don’t take it personally
Whether you’re a customer support representative or the manager an irate customer demands to speak with, most times, your customer’s anger will have little to do with you. But you’ll have to bear the brunt of their venting.
“Be kind, for everyone you meet is fighting a hard battle.”Reverend John Watson
Your unhappy, dissatisfied customers are at the mercy of their situations, ramifications, baseline stress levels, and coping skills. They may be angry, but you’re not to blame.
- Remember that your customer’s anger is not about you.
- Investigate everything that could be contributing to your customer’s anger.
Understanding these things will help you distance yourself from the fault the customer may be trying to place on you. It also makes it easier to see the other person as nuanced, in distress, and worthy of your empathy.
12. Set clear next steps
You often won’t be able to solve your angry customer’s problem immediately. Therefore, it becomes even more critical to communicate exactly how your team will fix their issue.
One best practice is to walk customers through a roadmap of how you plan to solve their problems. This roadmap includes:
- What you’ll do for them right away
- What comes after
- When they can expect a follow-up or resolution
Set customer expectations by telling them the next steps. If your customer knows when you’ll follow up or resolve their issue, they won’t need to call every hour for an update. Communicating clear next steps prevents the situation from becoming more heated and putting more pressure on your team. By following through as promised, you can diminish your customer’s anger.
13. Stay consistent
Inconsistent customer service interactions can confuse and escalate angry customers. Everyone on your team must be on the same page about what’s happening and the solution.
Creating an effective customer service plan keeps everyone in the loop and defines a clear strategy to handle every situation along the customer journey. A plan can also help prevent the customer from rehashing the details too many times. Reiterating information is a big pain point, and most consumers will reward businesses that save them from repeating themselves.
Examples of how to stay consistent include:
- Share customer data, history, and context across channels.
- Collaborate with other customer-facing departments so everyone knows what the customer wants, their history, their plan, their pain point, what they’ve done so far to resolve it, and the recommended solution.
14. Explore solutions
Exploring solutions demonstrates to your customers that you’re doing everything in your power to help them. It also shows them you’re trying to find the best solution instead of a quick fix so you can finish the conversation and move on to the next one.
“Showing that you’re willing to work for them, not take the easy way out, goes a long way even if it results in the same outcome.”Erin Hampe, Senior Manager of Customer Trust at Zendesk
Say your customer demands a refund, but you know a refund isn’t an option. That doesn’t mean you shouldn’t go to your manager and ask for it anyway. Even though the odds of a refund are small, your manager might have alternative ideas for a solution that could boost customer satisfaction.
15. Ask for help
Don’t be afraid to ask for help in uncomfortable situations or when you have trouble finding a satisfactory solution for an angry customer. A teammate or manager can analyze the situation and determine the best next steps for you and the customer. A manager can also do more investigating and open closed doors for your customer in some cases.
Here are examples of when to ask for help:
- When a customer uses abusive or inappropriate language, loop in a manager for a subjective review to help navigate or terminate the customer interaction.
- For more technical questions, contact your product team or sales engineers or ask fellow customer service reps how they approached a similar issue.
Understanding angry customers and the reasons behind their frustration can help your teams:
- Identify the root cause of recurring issues.
- Proactively address and eliminate similar issues before they occur.
- Build training and coaching exercises on how to deal with irate customers and handle uncomfortable situations.
The best way to analyze this information is to share knowledge between teams. Make knowledge management systems accessible so employees can share feedback about—or from—angry customers. That way, everyone has valuable insights at their fingertips. When teams can easily collaborate on customer issues, it helps the business find better solutions.
17. Hang up (as a last resort)
Yes, hanging up is an option. But if you go this route, involve a manager beforehand.
Loop in your manager when you’re dealing with an abusive customer so they can help you think through creative solutions and exhaust all options. It also gives them the visibility needed to know that you did everything possible in that situation.
If a customer repeatedly contacts your team to the point of harassment, it may not be worth spending the time and resources to nurture them into loyal customers. Long-term customer issues can take up hundreds of hours and cost teams more than the customer is worth.
Hanging up is an appropriate action when:
- The customer wields personal insults at the support agent.
- The customer makes physical threats.
- The customer refuses to stop yelling or using inappropriate language.
Why do customers get angry?
What drives a customer to get angry in the first place? Knowing what contributes to customer anger and frustration can often help you address their issues quickly, improve their mood, and increase customer retention.
When customers experience a gap between their expectations of your product and the reality of what they’re experiencing, they’re usually upfront with their feelings.
Your customer might be embarrassed about not being able to get your product to work, and because you represent the company, they’re taking it out on you. No one likes feeling incompetent, and asking for help can be challenging and stressful for people who are used to being self-sufficient.
Why?
Your product is more challenging to set up and/or use than they anticipated.
Your product doesn’t do what they thought it would.
Your product isn’t making life as easy as they think it should.
Your product has stopped working, partially or completely.
They’ve tried to figure it out already without success.
They might feel lied to or betrayed by your company or the product itself. If they have reasonable expectations that aren’t being met, apologize and work to find a solution. If their expectations are incorrect—because they received inaccurate information or they assumed, missed, or misinterpreted some information—it’s important to reset their expectations and see if you can prevent others from having the same experience.
According to the Zendesk Customer Experience Trends Report 2024, 80 percent of customers expect chat agents and support representatives to assist them with everything they need. If past customer service experiences with your business haven’t met the customer’s expectations—or they’ve been burned by other companies—they may no longer feel that businesses care about their needs.
Why?
They’ve been waiting longer than anticipated for a response.
They think they won’t like your answer.
They’ve had to repeat information when speaking to new agents.
They have other unresolved issues with you.
- They had one or more bad customer service experiences with your team or other companies.
They have an incorrect expectation of the level of support they are entitled to.
What’s more challenging is that the customer may have had a phenomenal service experience with a different company, perhaps not even in your industry, and they now expect that same level of support from everyone.
Because an angry customer might feel abandoned, powerless, or victimized, there’s often a great opportunity to show that you do care. The commitment you bring to solving their issue not only helps rebuild trust in your organization but also their faith in customer service. You might even set the new gold standard for their next support experience.
When your product or service is impacting or causing issues for your customer, they could be dealing with internal consequences on their side.
This can stir up feelings like anger, guilt, anxiety, fear, loss of self-esteem, and protective defensiveness on behalf of their own customers. They may communicate these feelings immediately or bring them up later if they feel you aren’t meeting their needs.
Why?
They can’t accomplish the tasks they need to do (which could have personal or business implications).
Your product might be just one of many tasks they’re responsible for.
Their customers are unhappy and could be leaving.
Their personal performance can suffer, leading to lost opportunities or putting their job in jeopardy.
Meet their emotions head-on, reflecting and validating that their tasks and customers are important to you. Reassure the customer that you’re on their side to help put them in a better place to listen to your solutions.
When customers face consequences that can be more long term or threaten their standing among peers, anxiety and fear can take over. Customer concerns over a negative future can be highly stressful and lead them to lash out.
Why?
They advocated for your product, so it’s their neck on the line if it doesn’t work.
They (individually) represent your product to their coworkers or family, so if it isn’t producing results, it makes them look bad.
Their company invested significant time, money, and resources in your product. If they can’t get value out of it, they may have to research, choose, purchase, set up, and train their team on a replacement.
They wanted a different product and resent that yours was chosen instead.
They may be feeling the pressure from economic slowdowns, company problems, or hand-me-down stress from their boss.
There can be high stakes with visceral feelings attached, so providing empathy and reassurance can calm the customer and help you find a solution to the immediate problem.
There might be things going on in your customer’s personal life that are adding to their stress. The issue they’re now encountering with your product or service may be the straw that breaks the camel’s back, so to speak.
Why?
Health issues
Personal or family conflicts or crises
Economic pressures
Unmet personal goals
Personal overcommitment
Politics
Any of these personal struggles can make it difficult to work and deal with unexpected challenges. Unless they volunteer the information, you’ll rarely know what’s behind someone’s anger. We all experience feelings like stress, anxiety, and grief, so being understanding and forgiving can help ease situations and improve the overall experience.
How to respond to an angry customer (+ 7 templates)
Maintaining consistency is important when responding to customer complaints across different channels, like email, phone, or live chat. With email and messaging channels, you have more time to carefully consider your wording (though you should still respond promptly and not keep the customer waiting).
Here are a few examples of how to respond to an angry customer via email. The templates below can be tweaked accordingly for phone and live chat replies.
1. Initial reply email template
If you need more time to answer a particular request, it’s best to send the customer an initial reply email acknowledging that their message was received. Make sure to apologize for the inconvenience and promise to have an answer within a certain time frame.
Here is a sample email template for immediately responding to a support request.
Hi [Customer Name],
We have received your support request regarding [customer complaint] and are actively working to fix the issue. We apologize for any inconvenience you’ve experienced and are committed to reaching a satisfactory resolution as soon as possible. We appreciate your patience and will update you on our progress by [date and time].
In the meantime, this [resource related to the issue] may help shed some more light on the situation.
Sincerely,
[Agent Name]
While some inquiries may take longer to sort out, the customer usually demonstrates more patience when they know you’re working on the issue. Touching base regularly shows them that they’re important to you and that you haven’t forgotten about their issue.
Ensure your message’s tone remains apologetic, understanding, and sincere. Try basing your message on customer service email templates that correspond to the situation.
2. Delayed order email template
Customers have grown accustomed to fast shipping, so when an order doesn’t arrive by the promised delivery date, the customer might get frustrated. This is especially true if it’s a time-sensitive item, such as a gift for the holiday season.
Though it’s best to proactively advise the customer of the delay before the expected delivery date, you may not catch every one. If an unhappy customer reaches out to complain about a delayed order, track their package and send an email explaining its status right away.
Dear [Customer Name],
I’m so sorry that your order hasn’t arrived yet. I definitely understand how frustrating this must be for you.
I have tracked the item’s progress via [package carrier], and it’s currently listed as “[status].”
If you’d like to monitor its progress, you can use this link: [tracking link].
If your order doesn’t arrive within [time frame], please contact me directly. I will do everything I can to locate your package.
I apologize again for the inconvenience, and I encourage you to contact me if you have any additional questions or concerns.
Warm regards,
[Agent Name]
3. Wrong item email template
Getting the wrong order in the mail frustrates the customer and damages the customer’s perception of your brand. Reprocessing and shipping the correct item adds extra delays and creates more work for the customer, too. Your email must acknowledge both pain points.
Dear [Customer Name],
I’m sorry we mixed up your order. I know how disappointing it is to not get what you expected.
I reshipped the correct item, which should arrive on [date] via [carrier]. The tracking number is [link to the tracking number].
I will follow up with you on [delivery date] to make sure you’ve received the correct items. In the meantime, feel free to contact me if you have any questions.
I understand how frustrating this situation has been, so we’re making it as easy as possible for you to return the incorrect item. I apologize for adding this extra step.
Here are the return instructions:
Inside the box, you should find an adhesive prepaid return label. Please attach it to the box.
Drop off the box at any [carrier] location (click here to find the nearest one).
If you don’t find a prepaid label inside the box, please click this link to print the form.
Once again, [Customer Name], I sincerely apologize for the mistake and the inconvenience it has caused. Thank you for your patience and assistance.
Best regards,
[Agent Name]
4. Technical difficulties email template
Tech companies and service providers must apologize for spotty service or back end issues when they occur. It’s important to explain what went wrong and try to atone for the headache it caused.
Dear [Customer Name],
I sincerely apologize for the frustration these issues must have caused. To make it up to you, I’ve refunded your subscription fee for this month.
It appears that the problems you experienced resulted from [explanation]. We’ve identified the source of the issue, and we’re working hard to implement a fix as soon as possible. Everything should be resolved by [expected time]. Once access is restored, I’ll reach out and let you know.
Once again, I apologize for the inconvenience this has caused. Please don’t hesitate to contact me directly if you need additional assistance.
Sincerely,
[Agent Name]
5. Late response email template
When there’s a high volume of emails, one can slip through the cracks. Unfortunately, this makes the customer feel ignored, escalating their feelings from frustration to anger. If a customer complains that they haven’t gotten a response to their email, quickly address the original problem and apologize for missing the initial email.
Dear [Customer Name],
I’m deeply sorry for the delay in getting back to you. Your email deserved a timely response, so I completely understand your frustration.
As you requested, I’ve [resolution to the original issue]. If you experience any further problems, please contact me directly.
Due to the inconvenience we caused you, we’d like to offer you a [discount or deal]. Just follow this link [coupon code link].
Once again, [Customer Name], I sincerely apologize for the delay. We will do everything in our power to improve our response time so we can provide you with the speedy customer service you deserve.
Sincerely,
[Agent Name]
6. Product quality issues template
Whether it’s different product expectations or an unexpected defect, quality issues might sometimes arise. Here’s an example of how to handle unhappy customers in this situation.
Dear [Customer Name],
I sincerely apologize for the inconvenience caused by the product quality issue you experienced. Your feedback is invaluable, and I completely understand your frustration.
In response to your concern, I’ve addressed the product quality issue you raised. Should you encounter any further difficulties, please don’t hesitate to reach out to me directly.
To make amends for the inconvenience this has caused, we would like to offer you [reimbursem*nt or replacement]. You can claim this offer by following the link provided: [link to claim reimbursem*nt or replacement].
Your satisfaction is our priority, [Customer Name], and I want to express my heartfelt apologies for any disappointment or frustration caused. We are committed to enhancing our product quality and service to ensure we meet your expectations moving forward.
Warm regards,
[Agent Name]
7. Bad customer experience template
In an ideal world, customer service teams will deliver an exceptional customer experience with every interaction. But when a customer has a negative experience, it’s important to approach the next interaction with the right language, tone, and message.
Dear [Customer Name],
I want to extend my sincerest apologies for the unpleasant experience you encountered during your recent interaction with our company.
In an effort to rectify the situation, I have [explain how you addressed the situation]. Should you encounter any further issues, please don’t hesitate to contact me directly.
Additionally, we’d like to offer you a [coupon or discount]. You can claim this offer by clicking on the following link: [link to offer].
Your satisfaction is of utmost importance to us, [Customer Name]. Again, I apologize for the dissatisfying experience. We are dedicating efforts to enhancing our customer service to ensure you have an exceptional experience moving forward.
Warm regards,
[Agent Name]
Get all 12 angry customer response templates
Spring into action faster and respond appropriately with our free templates on how to deal with an angry customer. Download now to receive the seven templates from the article and five bonus templates.
The importance of helping angry customers
While talking to angry customers can be unpleasant, avoiding or ignoring them is a surefire way to drive them into the arms of your competition. Here are a few reasons why it’s important to help angry customers.
- Profit: Providing just one bad experience can make a customer turn to a competitor. Letting angry customers leave rather than putting in the work to satisfy their needs will result in fewer customers and less profit.
- Cost: Retaining an existing customer is cheaper than finding a new one. Creating great customer experiences and nurturing your current customer base results in the loyalty needed for a successful business.
- Feedback: Angry customers provide valuable input on your products and services. When a customer is upset, they tend to speak up with brutal honesty and offer negative customer feedback that will help you identify areas of improvement.
- Brand perception: Ignoring complaints can result in bad reviews, and 93 percent of customers read reviews before purchasing. Brushing off angry customers will create negativity around your brand that can take years to remedy.
It’s inevitable—customers will get mad about something. But now that you know how to deal with upset customers, you can stop dreading the interaction and look at them as opportunities.
Putting your customers at the center of your business, practicing customer empathy, and keeping buyers happy are a few best ways to create customer loyalty and help your business thrive.
Frequently asked questions
The phone is arguably the most stressful channel for engaging with problem customers. In addition to finding the right words, you’ll need to ensure your tone of voice remains calm if you hope to de-escalate the situation. With the right call center tips and scripts, responding to an angry customer over the phone can be easier than you think.
When reading from call center scripts, it’s important to keep a natural flow of conversation. Use a script as a guide to avoid sounding like you’re simply reading from a template or coming off disingenuous. In a live conversation, you may not have much time to consult a script before responding to the caller. The best technique is to learn a few lines that are effective at diffusing a heated conversation and keep a handful of customer service phrases in mind so you can adapt them to the next volatile situation.
When a customer is angry—whether justified or not—the most important thing is to stay calm and to communicate understanding and sympathy. Start with a sincere apology, immediately followed by an offer to resolve the issue.
Here are a few examples of how to respond to angry customers during a live phone interaction:
I’m so sorry that happened to you. Let me see how I can make this right.
I’m so sorry to hear that. Can you tell me exactly what happened so I can help?
I’m so sorry about the mistake we made. Let’s see what I can do about correcting your order.
I completely understand the frustration you’re feeling. I’m sure I’d feel the same way. Can I ask you a few questions so we can get this resolved?
I’d like to sincerely apologize for the inconvenience. Thank you for bringing the issue to our attention. I will take action on this right away.
I’m sorry our conversation is adding to your frustration. Would you like me to loop in my supervisor for further assistance?
I’m truly sorry, [Customer Name], and I will do my very best to help you.
If communication with an impatient customer becomes extremely difficult or impossible, it’s best to involve your supervisor before completely ending the call. Your manager might find a creative solution for calming the customer or be able to validate your decision to end the interaction. If a caller becomes abusive, involve your manager right away.
Dealing with an angry customer over chat can be stressful. Annoyed customers are often impatient, so you don’t want to take too long to respond. Proactive chat scripts can help make conversations less tense and guide you to a solution.
Here are a few examples of how to respond to unhappy customers via live chat:
[Customer Name], I’m so sorry you’ve had to deal with this problem. Let me check to see how I can fix it.
I’m sad to hear about your negative experience with us. Please tell me what happened, and I’ll do everything I can to make things right.
I understand how you’re feeling right now, and I’m very sorry. I’m sending your request to the right person immediately to make sure we correct this as soon as possible.
[Customer Name], I deeply apologize for this inconvenience. I made a mistake and provided the wrong [information]. Here is the correct information.
[Customer Name], I’m afraid we accidentally sent you the wrong invoice. I’m very sorry for the mix-up on our end. We’ll resend the correct invoice in a moment and a special discount code to help make up for this inconvenience.
I’m truly sorry. I’d really like to help you with this issue, but I’m afraid I’m unable to fulfill that request because [reasons]. Is there anything else I can do for you?
We apologize, but we’re not able to help you with that particular issue. I’m afraid your request goes beyond the scope of our support capabilities.
I apologize and would love to help, but our [department] is better equipped for these issues. Would it be alright if I transferred you to one of my colleagues who can better handle your request?
I sincerely apologize for the inconvenience, but my department doesn’t have the information you need. Do you mind if I connect you with the right department?
I’m truly sorry for the inconvenience. Would it be okay if I connect you with an agent who specializes in this type of issue?
In some cases, it might be best to transfer the conversation to the phone. But it is possible to be personable, empathetic, and responsive over chat, especially if you know the right lines to use.
Flip your customer from big mad to big glad
When customers are mad, seize the opportunity to go above and beyond. Understanding how to deal with difficult customers and providing exceptional customer service can turn an angry customer into a brand champion. Our free templates for dealing with angry customers provide you with a guide to respond quickly and effectively so you can earn their business again.
