Got an angry customer? Throw on your superhero cape and โ€“ kapow! โ€“ youโ€™ve become The Pacifier, ready to smooth things overโ€ฆ

๐™‚๐™€๐™ ๐™‹๐™€๐™๐™Ž๐™Š๐™‰๐˜ผ๐™‡
Right from the start you want the customer to feel youโ€™re on their side. Personalise the conversation by introducing yourself and ask for their name (though donโ€™t overuse it as that can sound fake). Using a personal touch helps to engage the customer and reassure them youโ€™re going to help.

๐™Ž๐™๐˜ผ๐™” ๐˜พ๐˜ผ๐™‡๐™ˆ
Remember theyโ€™re mad at the situation not at you. Donโ€™t get sucked into an argument โ€“acknowledge their anger, show empathy then focus on sorting out the problem.

๐˜ฟ๐™Š๐™‰โ€™๐™ ๐™„๐™‰๐™๐™€๐™๐™๐™๐™‹๐™
You know how sometimes you just need to have a rant? Thatโ€™s often the same for customers. When someone obviously needs to get something off their chest, donโ€™t interrupt them mid-flow. Listen to what theyโ€™re saying and let them get it all out first before you start asking questions.

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Customers donโ€™t want to hear things like โ€˜I canโ€™tโ€™โ€ฆ โ€˜Iโ€™m not able toโ€™โ€ฆโ€™Itโ€™s not possibleโ€™โ€ฆ โ€˜I donโ€™t know.โ€™ Every time you use a negative phrase their frustration and anger is going to increase โ€“ and youโ€™re going to lose a little bit more of their trust. Use can-do, positive language that gives them confidence youโ€™re going to fix things.

Research from the University of Portsmouth found that you can โ€˜hearโ€™ a smile. Thereโ€™s more than one kind, too. When youโ€™re on the phone try the Duchenne smile โ€“ a sincere smile that draws your lips back, raises your cheeks and crinkles up the eye area (eye cream optional!).

๐™๐™Ž๐™€ ๐™€๐™ˆ๐™‹๐˜ผ๐™๐™ƒ๐™”
You donโ€™t want to make a customer feel like theyโ€™re being unreasonable or making a fuss over nothing. Show empathy with phrases like โ€˜I understandโ€ฆโ€™, โ€˜I knowโ€ฆโ€™ and โ€˜I appreciateโ€ฆโ€™

๐™๐™€๐™‡๐™‡ ๐˜ผ ๐™…๐™Š๐™†๐™€
Well, maybe not a joke โ€“ but humour can play a part in customer service. Make customers laugh and youโ€™ll diffuse a potentially tense situation and help them feel less stressed. Itโ€™ll also make their communication with you memorable for all the right reasons. Use humour sparingly, though, and keep it relevant to the conversation.

๐™€๐™‰๐˜ฟ ๐™Š๐™‰ ๐˜ผ ๐™ƒ๐™„๐™‚๐™ƒ
Itโ€™s a win-win situation when the customer is 100% satisfied at the end of the conversation. They get their issue solved and you get that warm fuzzy feeling knowing youโ€™ve been able to help. Before you go check theyโ€™re happy with the outcome and ask if thereโ€™s anything else you can help with. You can now bask in the glory of a being a customer service superhero!

* Superhero cape at the dry cleaners? Let me take over as your super-powered pacifier. Drop me a line at

copy-writing: @helen gent copywriter (Trumpet media)
visuals: @cรฉline naricadou (Agency VA)