Working in a call centre can be a high-pressure job, especially when dealing with frustrated customers. But one call centre worker has revealed the secret phrases they use to calm people down and prevent complaints from escalating.
The Power of the Right Words
According to the insider, certain phrases can instantly defuse tension and make customers feel heard. These aren't just scripted responses – they're carefully chosen words that show empathy and understanding.
Top Phrases That Work
- "I completely understand why you're upset..." – Validates the customer's feelings before offering a solution.
- "Let me see what I can do to fix this for you..." – Shows proactive problem-solving.
- "You're absolutely right to expect better..." – Aligns with the customer's perspective.
Why These Phrases Work
The worker explains that angry customers often just want to feel acknowledged. By using these phrases, agents can redirect the conversation from frustration to resolution.
"It's all about making the customer feel like you're on their side," the insider revealed. "Once they believe you genuinely want to help, the whole dynamic changes."
The Psychology Behind Customer Service
Experts agree that these techniques tap into basic human psychology. When people feel understood, they're more likely to cooperate rather than escalate their complaint.
The call centre worker's advice? Always stay calm, never take complaints personally, and remember these magic phrases that can turn around even the most difficult calls.
