Dealing with an angry customer - English phrases & Expressions

Dealing with an angry customer - English phrases & Expressions
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When it comes to calming angry customers, it is important to use the right words. And handling an angry customer is the most challenging aspect of a job. In this lesson you will learn phrases to defuse the unpleasant situation and acknowledge the customer concern professionally.
1) I'm sorry for the trouble.
Sometimes simple words speak volumes to your customer. SO the very first thing you do is apologize.
2) I understand why you are upset.
You can drastically improve the customer experience by simply expressing genuine empathy.
This phrase will make the customer feel heard, respected and understood when they share a problem or a complaint.
3) Here is what I'm going to do for you......
By saying this you bring the customer into the solution process. Be precise about the situation and give the details about when the problem can be fully resolved.
4) What can we do to resolve this problem?
If your initial suggestion fails to satisfy the customer then throw the ball in his/her court. Probably the customer is expecting additional incentive so it is better to ask the customer what is the best thing we can do to make him happy.
5) I'm glad you voiced it out so that we can resolve this for you right away.
This is the best way to end the conversation by appreciating the customers efforts to voice out the issue and then explaining him the best solution that you worked it for him/her.
SO hope these phrases come handy to you especially when someone is extremely angry and you are the one who needs to handle the customer.

[@abracadabradell]

First 2 can be changed to: I'm sorry for situation that happen I understand how you feeling and would feel the same in your shoes * never use negative worlds in conversation as "trouble" or "upset" But all info together is great, thanks for that. :)

[@tanmaysikdar3552]

then those words should not have been there

[@syedsadat13]

I regret for the inconvenience caused to you.

[@ybt1995]

maybe the customer will answer back ''i am not upset '' or ''i am not mad'' it's gonna be a bit awkward

[@mukeshjha637]

Awesome

[@gloriajacinto8402]

I would like more videos about how to deal with angry customers. I love this video and I want to learn more about it

[@HJ-dm6sl]

I am a Korean and this video is greatly helpful for preparing cabin crew Interview So glad to find these useful videos!!!

[@Moises_RRC]

Niharika ! You're an amazing teacher and so natural when you are explaining something to us, keep up.

[@vaishnavir1850]

Wow, Niharika... Your points are awesome!.... I just started my career as a customer service person in the live chat process..... I was looking for great customer service tips..... Yours was one of those..... Thank you for your valuable tips...😄👌

[@arslansindho2151]

Excellent thanks for your valuable time ❤

[@abouharissouzaman3543]

This lesson is extremely important for everyone mainly for sellers who face any kind of person in their daily activities

[@swapnilwankhede3440]

Thanks for uploading useful information

[@yusufpeerzade432]

Thank You Very Much Niharika Mam For An Important Lesson. You're A Stupendous Teacher.

[@mansinhjadhav1341]

Hay Niharika, hi & first of all I want to say thank to you for your suggestion.From last 10 days I have been watching your videos & it is really helping me to improve my communication. Now I m a feeling a bit confident when I am talking with anyone on call.Thank you...& I request you that please post more video's

[@nicholas8479]

Some may feel offended or patronized if you assume you know how they feel. But if you try to clarify how they feel, they might feel invaded. For example, you: "so you are angry for waiting a long time". Them: "I'm not angry. I'm in control of my emotions". May be better to say, "I would be upset too if this happened to me. Let me see if I can help you"

[@thegirlsoul3808]

Please make more videos on this topic mam thank you!

[@Itsrichayo]

Than you.

[@rajadurai910]

first of all i would like to say thank you for your valuable points. i am gonna step into this field as a stranger. thank you so much again.

[@mohitchoudhary3204]

I seems that those phrases will be help me deal with the irrated customer thank you for giving these phrases in use

[@khushbuthakur687]

thank you so for the Video

[@Anikvikram]

Love u Niharika,very helpful

[@ojhogarcia1309]

Totally basics

[@NIRAJKUMAR-el6bz]

thank you very much mam I have learned many concepts to you I think you are the best teacher of the world

[@ameenmohamed3893]

your great teaching for me thank you 👏 👏 👏

[@ameenmohamed3893]

+4

[@meezah1012]

HELPFULL.. Thank you..

[@OlvHerrFamily2012]

A special greeting to Niharika, you are an excellent Teacher!

[@douglas6388]

Hi I'm from El Salvador in Center America I have watched your video and it have been really useful thank you so much for your effort

[@fessehasahelle7799]

It is very helpful video lesson to handle red eyes customer when it is directly affront . but if it is a complaint in writing what are the most technical phrases that we should use to smooth down the situation and to get back the customer to our business Thank you for your tireless assistance,.

[@HabiburRahman-wv5es]

Very effective phrases and can be used in every day to day customers dealing. Thanks

[@shahidliaquat6048]

I am also a customer representative and i think these points are not enough to make customer satisfy. Niharka please tell us more magical words by which we can deal customer more satisfaction.

[@arghyadutta9091]

Great

[@sayedyousafShah]

Nice

[@EliteLifeInsight]

so good

[@NovocaineGirl]

Wow! Imagine having these social skills 🤗

[@shakti051]

Your teaching way & U R very wondrous. Have a Good Day to U..............

[@meesawsoidev5681]

Stunning

[@wow-me2673]

Great!!

[@ji-axinliu4448]

LOVE YOUR COURSES GRATEFUL TO WATCH YOUR CHANNEL AGAIN BY ACCIDENT

[@rowshanali917]

Hi.. Niharika Mam, Great technique to teach for learner

[@mukeshjackson1795]

WOw nice good to make an a dealing as experience of a Angry customer

[@zaryhosseini7199]

Thank you.

[@Sandip_ts]

Worl's best mam for english Learns!

[@balikakamble1433]

thank you niharika. you are really beautiful, understanding. thanks a lot.

[@sumitelicomsumi8052]

Balika Kamble

[@jubinzr7997]

thank you

[@sharifulislamsohel7720]

Your class is so beautiful....

[@sylvestermisquith9495]

The way you explain customers handling I will lead in my way of jo

[@adonarabahy8163]

good afternoon. your material is very good but all the material only for someone who have know well about english. i need material for the beginner. thanks

[@thamarais5369]

Yes it's helps... But Pls pick some words that can convince them..

[@suniladk5204]

Thank you so much

[@goldwinpanlican8147]

Always

[@sunilkumar-cv2js]

Hi niharika, thanks for ur all videos. I want To say that you have really good accent . now in coming month I m gonna joint USA call centre. So it's my request could make some videos for accent training. It's really gonna help me and other subscriber . Thanks

[@suithang67]

good Teacher

[@hossamali2649]

you have good experince

[@Mdashraf-jd4hi]

You are good speak English

[@gasingaful]

thx for an educative video

[@khunTonyLiveInHKT]

thanks in advance, this helps!! i just got promoted so I need to know this

[@sohineem3867]

Hey Niharika, can we get more customer service tips videos from you??

[@NIRAJKUMAR-el6bz]

thank you very much mam

[@yonathanbustamamte1648]

do a video about 50 things about niharika...

[@samir8152]

Yonathan Bustamamte agreed

[@richardtextex6246]

Thanks teacher!!!

[@rakeshrawat3638]

thank u........mam

[@eliasaguilar904]

greate!!

[@suribabu3362]

its very interesting and useful thank u niharika

[@tanyam2349]

Easy to understand. Thank you :)

[@TheDoctor2007]

But what if your trying to tell the parent in flip flops or bare foot to wear socks in the toddler area at a indoor kids playground? 1 & 2 work :/ just tired of parents being mad considering we sell socks :/

[@dileepchandra7208]

thank you mam😊

[@jortiz3520]

(This lesson help me a lot Niharika. I appreciated.)

[@user-os5jp5nx5i]

Helpful. But how about when the policy states the resolution unlikely to be perceived well by customer? How can this be rectified?

[@maimee8451]

you are great

[@JocelinCarvajal]

you have a great video! thanks

[@Nelo023]

I love your channel, keep the good work

[@vivekpatil998]

Very nice

[@jesusdavid5094]

***** Good lesson but could you put the correct subtitles of all your videos? that would be very helpful. thanks!

[@sameerjubran2015]

You are very beautiful and useful

[@chamaraamanda9148]

useful for me nice one

[@malikysn]

great video!! thank you :)

[@HueHoang-ex8lk]

Thanks beautiful teacher with the useful lesson.

[@usrafieckx9]

is customer service important in everyday life

[@user-uq9nd1nt8b]

You're the best teacher Niharica

[@nikitapandey3928]

Niharika i just want to talk fluent english like you😔

[@armanshaiz7304]

Watch BBC news and english movie

[@vivekpatil998]

I love you

[@siamakmehdizadeh9255]

I appreciate you.

[@flyingkitty3320]

In a customer complaint issue, the most challenging is the angry manager. They always ask why but they never care about what happened. 🤣🤣🤣

[@chrisjanggugalau1070]

Presentation VS facing angry guest to different things.

[@ManDeePKauR-ur3tj]

Hlo mam Acknowledge all... eska kya matlb hai?

[@mukeshjha637]

What if customer abusing right away before I speak anything ??? Can you sorry to him/her

[@vivekpatil998]

You are most beautiful or thinking good

[@yogeshkamtekar1283]

Sorry, But I am disagree with question no. four because you said customer is already angry so how we can ask them, ''what can we do to resolve this problem?'' we have to provide solution to him, we are service provider, not he is.

[@apexwick3529]

First of all tell me this... We all can see that this lady is trying so hard to sounds like British or Americans. I mean the way she's changing her acsent it's clearly visible... This video will be more better if she spoke normally cause cx don't look out for the voice or the acsent the executives are using.. it's just how we emphasise them how we solve their queries n all... That's it changing ur acsent won't gonna help kid neither it will make u more cooler or dope ✌🏻✌🏻🍷

[@samir8152]

I just watched this video just to see how beautiful you looking, its like wow when you tie your hair like this... I must say i am under your spell...

[@dancingdoll9792]

Mudassar Khan ok

[@SeanyMac1986]

When did we start replacing a Z with an S in English?

[@aditirajput8723]

mam I m a sale girl for woman brand ...but I don't understand to English ...mam pls help me

[@rabbitxsmoker3202]

When the

[@devishankerprajapat5243]

How can an irate customer be satisfied if he ordered a veg pizza, but mistakenly deliverd a non veg pizza to him or her

[@MohitSharma-xg5qm]

I thought you are foreigner 😀

[@lanye7698]

i am a Chinese girl studying in the uk, i want to find a parter to study spoken english with me. if you also want to find a parter, response me. if you want to study Chinese and can teach me English, response me, too. thanks

[@abhishektamang9642]

Itna natak karke bolne ki kya zarurat.. dikhne me toh chattarpur village ki lagti hai. Aaram se bolna. Tax lagta hai kya..

[@S4sent]

😂😂😂😂😂 sali ne thuk thuk ke kaan pighla die bhai

[@farazahmed4743]

your so beautiful ma'am

[@abhishektamang9642]

Customers cutiyaan hai kya they love to complain. Koi kaam dhanda nehi hai customer ka. Bakwass bolti hai. They face issue thats y they complain.

[@ebonyapplepy3906]

It's "court" not "coat" and why you keep saying "him" instead of "them?"

[@s.mohdalalawi9830]

Thank You Very Much Niharika Mam For An Important Lesson. You're A Stupendous Teacher.

[@NIRAJKUMAR-el6bz]

thank you very much mam I have learned many concepts to you I think you are the best teacher of the world

[@girijamohanta8322]

Thank u so much mam

[@mahimach1]

very nice