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Posts Tagged ‘handling customer anger’

How Many Times Should I Apologize?

Monday, February 14th, 2011

Angry customers expect apologies, right?  Certainly, at least one time.  Many agents apologize three, four and five times on a call.

So what is the best way to handle this?

The best way to handle an apology is to provide the client with a single, genuine apology.   Well I do apologize for your frustration, is not genuine.   Mr. Jackson, I am really sorry that happened to you, is a genuine apology.

Next, apologize specifically.   I­m really sorry that you had to wait on hold so long, will tell this client that you truly understand his/her grief.  After that, do not apologize again.  Multiple apologies will frustrate a large percentage of customers and remind them of the original problem.

Apologize genuinely and only once, and your customers will calm down and start having a real dialogue with you.