There's no avoiding it: sooner or later the voice at the
other end of the phone call will get nasty. Here are some
simple tips to help defuse the situation.

1. Listen carefully. Stop what you are doing and focus your
attention the caller.

2. Pause before responding. Interrupting will only fuel the
caller's anger. Wait two or three seconds before replying to
be sure the caller has finished.

3. Be sure you get the caller's intended message. One way to
do this is begin your reply with, "If I understand your
position," then rephrase the caller's point from your
perspective.

4. Ask questions that need more than a "yes" or "no" answer.
This helps guide the caller toward using a normal speaking
voice. The longer the caller speaks, the more difficult it
will be for him or her to maintain an angry tone.

5. Avoid using the word "you" near the beginning of your
statements. Phrases such as "You need to..." place blame on
the caller. Instead, use "I" phrases such as "Might I
suggest trying...".

6. Don't say "I'm sorry". This phrase admits guilt and may
encourage the caller's aggressiveness. After all, you've
just shown that aggressiveness works! You can apologize for
the caller's inconvenience. You can regret that your
customer is dissatisfied. But do not say the words "I'm
sorry".

Dealing with angry customers doesn't have to be a battle.
Handled properly, you and your customer can both hang up the
phone with a smile.