How To Deal With Irate Customers (With Mock Call Sample)

When you're working in the call center, one of the things that you will have to get used to is the inevitable "irate customer". A call with an irate or angry customer can either make or break you. So which one will you choose? Of course, you want every call scenario to "make you" even stronger. ;)

In this video, I talk about my TOP 5 TIPS on how to deal with irate customers in the call center. I collaborated with one of my content creator friends, Cyka Niki, who runs the CYKA NIKI beauty, makeup, and lifestyle YouTube channel.

Check it out guys if you wanna see the casual side of me. Haha! :)

SPECIAL THANKS to Jullian of Utterly Random Techie for providing the venue of our collab. Thanks Juls! :)

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[ReaNinja]

⭐️ TIP #1 starts at 3:10 💗 Our example is probably mild irate. LOL baby steps. Any comments? Leave them below.

[luismarioXD]

•Do not take it personal.
•Show empathize.
•Let the customer to vent.
•Give options and solutions.
•To replace the no for a positive alternative.
I'm sure this is going to be of great help. Thanks again.

[Crabking]

I can honestly say that I use all the things that I learn during my call center experience now that I'm an office staff in a big company specially the positive scripting.

[Elsynce]

After a month i am starting as a live chat support in a call center and this is going to be my first job so i am really nervous :D But i am glad that i found your channel! You are so sweet! :)

[catstrawford]

This works for good companies. But I worked at a certain internet+phone+cable company and they're the worst. Solutions were rarely provided, prices always went up without the customers knowing until after they'd been billed and charged for it... Etc. It's always helpful to work for a company that cares about customers too, and NOT only about using agents as pawns for empty customer retention.

You can empathize all you want but if you can't provide a solution, it's just empty talking no matter how great you do your job.

[footlooseunlimited]

I am writing as a customer, and I am normally not irate unless the agent who takes my call is arrogant. These are a few examples:
1. Never blame your customers for some issues they may have with the product/services. I had trouble with text messaging with my network (US carrier) and instead of helping me find a solution, the arrogant call center agent simply said "well sir, it seems the issue is your phone". The phone I am using is a brand new one. The new response was "well the issue is with the network of the people you are texting so they don't receive your messages, nor can they send you messages". Really? All of them using major carriers have issues but not yours? Gimme a break. This is a lame way to say "I don't know what the solution is".
2. Learn to listen before butting in. I had in the past spoke to a call center agent and while I am explaining my situation and my issue, she keeps interrupting me, making it hard for us to understand each other. Naturally I will have to raise my voice. Her response was "sir, don't shout at me". This irked me. Why the heck wouldn't I yell if she isn't listening? Only then she would shut up and listened to get the issue solved.
3. Please have some common sense, and not just depend on a script or what you had been told to say. This irritates me because if the agent doesn't answer my question directly and relies on what's on paper, we will get nowhere.
4. Please don't ever tell me that its the end of your shift so I have to call again tomorrow or that you can no longer follow up with the IT department because its the end of your shift. Do you think I care? Sorry if I seem rude but that is the least of my concern. Instead of suggesting what to do, its like dismissing me because you are about to sign off.


I can tell if the agent is from the Philippines because I am also Pinoy. I prefer Pinoy agents compared to Indians because our English is clearer and we are known for good, caring service. But some rotten tomatoes do indeed get mixed with the good ones and unfortunately, I had experienced talking to those few ones. So apologies if become irate and yell because that is how I respond to arrogance. I am very respectful to people who work at customer service because I know how frustrating and stressful your jobs are, but don't treat me like trash and dismiss my requests like I was a child.

[mtpgxds]

i learned that i tend to too much take those complains personally. being stay a little away from the problem will set myself at ease and best mental state to address the customers' issues.

[radosvetakinova]

You are so fuxking brilliant you will probably end up having your own company center. I wish you all the best!

[morasworld]

Just discovered your channel and trust me I LOVE YOU. This is really huge for me. Thank you so much. And for this I watched the ads until the end❤❤❤❤

[hannanlollipop]

I am having a really terrible week with calls. The problem with me is when client starts threatening me, it just makes me feel challenged and could not hold my patience back. It will make me starts taking it personally. Glad that I found your video, it calms me down.

[blackragnar]

Im watching your videos before going to sleep. 😍 its very helpful and I gained confidence.

[k.dperez]

To be honest, I really enjoy watching your videos because I love how you to express yourself in different situations, I've learned many ways to handle a customer in differe situations thanks all your videos are so helpfully to me.

[dr.chukitichukitijajajaj]

Your videos are awesome and helpful. Thanks for advising us how to deal with clients, even though I don't work for a customer service company.

[rednaxelastylesbilbao]

Thank You 🙏😊 for this Effective Refreshing Practice Miss Rea. More Power to Your Channel

[mademoisellediana]

This video is very helpful for first timer CSR applicants.

[lisamariebuenavides]

Hi Rea, your videos help me land my very first BPO job! But due to this pandemic our trainings had been put on hold. Now I am using my ECQ days watching your videos taking in positive inputs and alot of learnings, which I know beneficial for me in the future. More power!

[therrencecuritana]

I keep on looking at your eyeglasses, one of the cleanest glasses that I’ve seen in my life. Kidding aside, watching your videos increased my confidence since i am a “virgin” in this industry. I am not entirely fluent when it comes to speaking in english but im doing my best to be good at it. Going to have my training soon, Wish me luck !!

[rcshorts]

I’m starting a call center job in like 5 days and I’m gonna master it. I want no bumps in the road lmaoo.

[MyraN]

because of your tips, I gradually learned a lot the callcenter life situations. Im preparing to apply nxt month. your videos really helped me a lot. I already downloaded you BCC Survival kit. Just continue to inspire and help a lot of people that does'nt have yet an idea and experience in this field. thank u :)

[maryqueenofscots]

Mock calls na namin bukas! Laking tulong ng mga vids niyo po! 👏👏👏