Thanks a lot, it's totally right.
I give training to CS agents on how to deal with customers. I usually focusing on the phrases you attached, and also the following ones;
- Why you upset?
- don't be anger.
- it's not a big deal.
- Fine!! I am sorry ( with inappropriate tone of voice, which indicates indifference).
Some of the effective ways to deal with anger person are summarized below:
- Empathic Listening with right match of tone & body language.
- Use phrases like: I see, I understand, we gonna solve this problem, let's talk about it,
- Use the phrase like: Please Sir, I want you to explain what went wrong in details, I will listen to you, & i am sure you will be satisfied, and I will do my best to help you.
These are some examples we usually used with anger customers.
Good Luck
Bilal Abujaleel
Training Consultant