Background: We have created this article to help support agents on managing customer interactions, especially when dealing with challenging or frustrated clients

A special shoutout to Ivette Villegas, whose approach to customer service with empathy, positivity and quality has been as inspiration for this documentation

Make the Customer Feel Heard and Understood:

Start with Empathy

Customers who are frustrated or upset need to feel heard.
- Acknowledge their emotions right away, even if you can’t immediately solve their issue

For Example: Phrases like “I can understand why you’re upset” or “I am really sorry you are feeling this way” can go a long away

Be Patient

Let the customer express their frustration. Sometimes, they just need a moment to vent

Allowing them to “get it all out” before moving forward with the conversation is a good suggestion

Reassure Them

Make it clear that you are there to help

You might say “I am the person working on your case, and I am committed to resolving this for you”

Use a Clear and Friendly Tone

Tone matters

The way you speak can make a huge difference. A calm, friendly, and understanding tone helps de-escalate tense situations. Stay positive, even when discussing difficult topics.

Stay consistent

Keep your tone steady and calm, even if the customer becomes more upset. This will help them feel more at ease.

Be Prepared and Proactive:

Know the Details

Before Engaging in a call, review any relevant documents, like customer contracts, agreements, or prior notes

(e.g: Reading over customer’s contracts tu ensure you are fully aligned with the information during a call, especially when it comes to issues like agreements or escalations)
- This Shows the customer that you are prepared and taking their issue seriously

Check for Patterns

If there are common issues you are hearing about, make note of them and ensure you are ready with a clear response

(e.g: If many customers are calling about contract cancellation issues, make sure you know the specific policies related to cancellations)

Address Escalations Calmly and Professionally:

Don’t promise a Quick Fix

It is important to understand that not everything can be resolved in a single call. Sometimes you may need to escalate the issue

Let the customer know what you will do next
- (e.g: “I am going to escalate this issue further to our team and keep you updated on what is happening)

Clear Next Steps

Provide a clear plan of action and keep the customer informed

Even if you do not have a resolution right away, explaining what steps you will take next helps reassure them

Be Transparent about Limitations

If there are policy or process limitations (For example: If a cancellation request is not eligible) It is important to explain these in a way that the customer understands

Avoid using technical jargon. For instance, instead of simply saying “We can’t cancel because it is a past deadline” you might say, “Unfortunately, the deadline for cancellations has passed. I understand this is frustrating, but here is what we can do next…”

Educate the Customer:

Help them understand their Options

Sometimes, customers don’t fully understand their agreements or what they are entitled to. So take the time to explain these clearly and in simple terms.

For Example: If a customer is upset about the lack of a service (Like Cleaning), help them understand other options available to them
- You could say “While we don’t cover cleaning, we do offer maintenance services if there are any system issues. Let me walk you through the different types of support we can offer”

Provide additional Information

If the customer is unclear about their contract or policies, offer to send them a copy of the relevant documents or summarize key points that are important for their case.

This helps empower the customer and shows that you care about providing them with the right information

Handling Difficult Situations with Care:

De-Escalating Cancelation Requests

Many difficult interactions stem from cancellation requests. When a customer asks for a cancellation. Explain the policy and potential outcomes clearly but with empathy instead of simply denying their request. offer alternatives and educate them on what is possible.

(e.g: “I understand you want to cancel, but let me first explain the situation. According to your agreement, cancellations can only happen within a certain timeframe, Since we are past that date, I can’t process the cancellation, but I am happy to explore other options with you. If you have any supporting documents, we could look at those to see if they help us find a solution”)

Offer Solutions

Sometimes offering the customer an alternative solution can help them feel more at ease.

If they are upset because they can’t cancel, guide them through other possible resolutions

Follow Through and Stay Available:

Always Follow Up

After a call or case, make sure you follow up with the customer as promised.

Keeping them updated builds trust and reassures them that their issue is being handled

Be Accessible

Let the customer know they can contact you if they have further questions or concerns

This shows that you are commited to solving their issue, even after the call ends

Customer Service Survival Kit (Handling Difficult Interactions)