11 Customer Defusing Phrases for Dealing with Angry Customers

It’s no secret that encountering angry, hysterical, upset, and confused customers is an occupational hazard of working at a call center. Experienced agents often develop a diplomatic approach that honors the customer’s perspective while simultaneously protecting themselves from verbal abuse. Though, as the title of this article suggests, there are some magic words and tactful expressions, it’s also important to acknowledge that equally important are a call center agent’s overall attitude, respectfulness, and sincerity.

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