How do you handle an angry customer?
The anger is often at the situation, not a refusal. Stay calm, let them explain, then agree a plan they can keep.
Transcript
The customer picks up shouting before you’ve said hello. How should a collector handle an angry or overwhelmed customer?
The anger is often at the situation, not at the collector. It isn’t always a refusal to pay.
Stay calm. Let them say what’s happened, and ask what’s behind it. Only then talk about a plan they can keep.
An angry customer is still a right party contact. Handled well, the call can still end in a plan.
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Two minutes
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