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.
Get a PDF of the 57 phrases at the BOTTOM of this page: https://www.myragolden.com/blog/57-phrases-to-de-escalate-any-angry-customer
For more help with difficult customers, check out De-escalation Academy at HTTP://MyraGolden.com
Get a full list of the 57 phrases here: https://www.myragolden.com/blog/57-phrases-to-de-escalate-any-angry-customer
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
Video I referred to to explain the difference between "I'm sorry" and apologizing: https://youtu.be/MOK_gLPwWfk
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