57 Phrases to De-escalate Any Angry Customer

What can you do to get an angry customer to listen to you? I have a few tips and tactics for preempting escalations and getting customers to accept your words as final.

1:10 Phrases for Acknowledging the Customer's Feelings (And Move Them Out of the Emotional Right Brain)

5:40 Phrases for When You Must Give the Customer Bad News

7:38 Phrases for When the Customer is Cussing or Being Inappropriate

9:58 Phrases for Customers Who Want to Talk to Your Manager

11:20 Phrases for When You're Offering Your Customer Options

15:10 Phrases to End a Circular Conversation with Your Customer

20:45 Phrases for Saying 'I'm sorry" Without Admitting Fault

22:45 Phrases for Managing Expectations

24:15 Phrases for Denying a Request Based on Policy

27:37 Phrases for Showing Empathy to Unhappy Customers

[ronnie_]

I work in EMS (Paramedic). Another important thing to remember, is that when people are angry or under stress, they hear absolutely nothing you are say to them. And NEVER tell someone to "Calm down". No one has ever calmed down after being told to calm down.

[Sunbeach]

I just don't understand why people think it's okay to call another stranger and start yelling at them. This modern society has no etiquette. If they had therapy. Customers would know that sharing inappropriate and uncessary information to someone who has to take their verbal abuse. That's what people should keep for their families and friends. I need to definitely add tools to my belt. People are extreme. Be thankful for what you have. Peace!!

[joanseason]

After seeing this, i think i wont quit my job anymore. I will use all of this phrases😊

[randomsthingsandstuff]

I swear these phones be reading our thoughts. I'm starting a new job as a bank teller and I've been stressed about how to deal with angry customers. Weird how this video popped up. But I'll take it!

[AlonsiNails]

I applied fir a job as a customer service representative for a medical company with no experience at all in this country...I may say this professional woman is the best!❤

[mariacasey]

I am in nursing. This magic word “ frustration “ helped me already!!!

[ranniewilliams]

It's great how she uses empathy to redirect the feeling of the customer

[andrewpalencia]

super helpful phrases, i was looking for this kind of phrases since, i was lacking of proper words to communicate with my customers

[WULF-VIDEOS]

thank u for this.hoping i could answer a call again without feeling traumatized 😊😊

[mrsdorsey]

Thank you so much! I am a very good employee but sometimes need help on what to say to some 9f these angry losing my job😅

[mariaspotsville]

I realized that I was sent a document with the information from this video I have been handling escalations all day. Thank you Myra

[muserenelyricvideos]

Thank you for this! I'm a newbie in this industry and most of the times I cannot easily construct the phrases I need to use, so thank you so much for this.

[melaniecastillo]

I came here and you delivered! This is the part of my job that I hate and this is going to help me so much!! Thank you so much!!

[chevydude]

This is such a helpful video. Some of these videos I’ve seen are tragically spreading awful advice. People think smarting off and somehow “winning” an argument with a customer is the thing to do. Without customers you have no income.

[lailaplaysdbd]

This came up in my recommended videos just in time! I'm going to work at Chili's as a To-Go Specialist soon. I need to be prepared since this is my first ever job lol

[cherylboyd]

Thank you for sharing this. I have been in customer service for over 40 years. I could always turn to this video. ❤🎉❤

[melaniecastillo]

I'm watching this over and over again. This is going to change my call center members 1000%. I'm excited to use these tips. Sending hugs.❤

[Christina.]

I've seen you, more in within 15
minutes. I have to listen to you when I'm working you talk fast. Yet your voice is of comforting

[JelPabz-xiqc]

I just followed what you have mentioned above, and yes it really helped me a lot. My csat score is getting high.Thank you so much.

[Finishicing]

Thank you so much for this. I work for the IRS, and just sent your PDF to my entire team. Great information. ❤