Turn an angry caller into a loyal customer in 5 steps

OABPO Blog Team Published on July 25, 2014

angry-customer-on-the-phone--Open-Access-BPO-inbound-customer-service-solutions

Angry customers are considered as staple elements in firms that offer inbound customer service solutions, be it in the Philippines or any other top outsourcing destination. No matter how impeccable your company is in producing goods and serving your market, there will always be someone who encounters a problem with your products and contact you to fix it.

Having angry callers is unavoidable, yes, but the good news is that it’s fixable. In fact, every call from a displeased customer is an opportunity to prove your company’s worth and a chance to strengthen the relationship with that customer.
How can you appease angry customers and win their loyalty in the process? All it takes is five steps.

1. Say sorry

call-center-agent-apologizing-to-angry-customer-on-the-phone-Open-Access-BPO

What you need here is a sincere apology and not a pre-made message expressing regret for the mishap. Your company may not have control over the cause of the problem, say a delayed delivery due to a typhoon or a package mishandled by your third party transporter, but you should still explain why it happened and find a way to fix it. It’s expected from you. So, make the apology personal and assure the callers that:

• They are heard

• They are important

• You are on their side

This way, you tone down the anger while simultaneously gaining their trust.

2. Evaluate

customer-service-agent-evaluating-angry-callers-problem--Open-Access-BPO

This next step is where you start asking questions about the problem. But before that, you should let them vent out. Be collaborative and let them explain the issue in detail before asking the often-considered offensive question that is “Are you sure it’s plugged?” You’ve probably built rapport through step 1, but you should still explore the issue thoroughly before throwing the basic questions. Otherwise, they may find the action insulting rather than a genuine attempt at offering assistance.

3. Solve

customer-service-agent-solving-the-problem-of-an-angry-customer--Open-Access-BPO

You can’t win back customers by simply giving back what they lost. You have to earn and rebuild their loyalty by giving something extra for the trouble they went through.

4. Follow up

customer-support-agent-successfully-solves-angry-customers-concern--Open-Access-BPO

Solutions vary from problem to problem, but the follow up should be consistent. Replacing the faulty product, troubleshooting the service, and then sending a gift is only the initial part; you have to make sure that the solution is effective after applying it. Follow-ups should be done, which should compose of these elements:

• Immediate follow-up - This is done right after the call to underscore your concern for the customer and to know if another issue grew from the previous problem. Immediate follow-ups should especially be done by an agent to a customer he transferred to another agent.

• Internal follow-up - The agent who received a complaint should alert the departments involved so that they could work on the problem before it blows up.

• Wrap-up - The wrap-up could be done either through call or a letter as a way of solidifying the business-consumer relationship. This also assures that you regret the incident and that it won’t happen again.

5. Record

call-center-agent-recording-angry-customers-solved-problem--Open-Access-BPO

Documenting the problem and the specific actions you took to solve it should be done immediately while the incident is still fresh in your mind. Use the documentation for later analysis so that you can apply the lessons in your training and coaching sessions, thus lessening the possibility of it happening again and prepping your people for future troubles.

Documentation also lets you identify patterns and trends, as well as underlying causes that you may have overlooked. Simply noting down the time of the call or the day of the incident can tell if there’s frequency and repetition, which can be caused by an uninformed employee or a faulty facility assigned on that certain time and day.

 

Join us on facebook
Open Access BPO 6 days ago
The world is getting smaller, and your customers come from all corners of it!
Partnering with a culturally diverse #CallCenter team isn't just the right thing to do, it's a smart business move.

Learn about the key benefits in our blog:
https://buff.ly/360SqHP

----------
Want a high-value #CustomerExperience for your diverse audience?

Let our multicultural teams help your brand break into international markets without worries.

Contact us today: https://buff.ly/59i7YD6

#WeSpeakYourLanguage
#CX #diversity #inclusion
Open Access BPO 6 days ago
Open Access BPO is kicking off our Pride Week, a dedicated series of events celebrating #PrideMonth. This initiative underscores our commitment to fostering a workplace culture built on #inclusion and #diversity.

Throughout the week, we've planned a series of meaningful activities designed to celebrate the #LGBTQIA+ community. We believe that fostering an environment where every individual feels valued and empowered is crucial for our collective success.

Our dedication to creating a safe and equitable space extends beyond this week, reflecting our ongoing commitment to a more inclusive future for all.

#WeSpeakYourLanguage
#PrideMonth #Pride2025 #UnitedByLove
#OneWithDiversity #PrideMonth2025
Open Access BPO 6 days ago
Open Access BPO is kicking off our Pride Week, a dedicated series of events celebrating #PrideMonth. This initiative underscores our commitment to fostering a workplace culture built on #inclusion and #diversity.

Throughout the week, we've planned a series of meaningful activities designed to celebrate the #LGBTQIA+ community. We believe that fostering an environment where every individual feels valued and empowered is crucial for our collective success.

Our dedication to creating a safe and equitable space extends beyond this week, reflecting our ongoing commitment to a more inclusive future for all.

#WeSpeakYourLanguage
#PrideMonth #Pride2025 #UnitedByLove
#OneWithDiversity #PrideMonth2025
Open Access BPO 7 days ago
Open Access BPO conducted Plant It Forward, a two-part tree-planting initiative, held in Laguna and Davao in May and June 2025.

Volunteers from both activities planted 300 Philippine indigenous trees, which were selected to help maintain the biodiversity in the area.

“This program is more than just planting trees; it’s about cultivating a culture of social responsibility within our organization and demonstrating our commitment to the communities where we operate,” said Joy Sebastian, Global VP at Open Access BPO.

This is only the start. Open Access BPO vows to continue investing in such environmental projects, affirming its core value of creating positive impact.

Read more about the green initiative here: https://buff.ly/HjTlHZC

#WeSpeakYourLanguage
#OABPOPlantItForward
#OABPOcares #IdeaHubOABPO
Open Access BPO 7 days ago
𝐀𝐝𝐝𝐢𝐧𝐠 𝐯𝐚𝐥𝐮𝐞 𝐭𝐨 #𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞 𝐦𝐞𝐚𝐧𝐬 𝐠𝐨𝐢𝐧𝐠 𝐭𝐡𝐞 𝐞𝐱𝐭𝐫𝐚 𝐦𝐢𝐥𝐞 𝐟𝐨𝐫 𝐲𝐨𝐮𝐫 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐬.
This means transforming basic interactions into meaningful connections.

It's the secret to building strong customer loyalty and driving business success by making customers feel valued and understood.

Dive deeper into what makes a truly value-added #CX and how it can significantly boost #CustomerLoyalty and overall business success: https://buff.ly/8Wxb9gw

——————————
Ready to transform your customer experience? Don't settle for less; elevate your #CX by partnering with a #CallCenter that truly goes the extra mile 24/7.

Learn how our dedicated team can enhance your customer interactions and drive loyalty.
Take the first step towards superior CX today: https://buff.ly/L6dUG5E

#WeSpeakYourLanguage
#CustomerSupport #BPO
Open Access BPO 10 days ago
Reposted from @tdcxgroup

We’ve made yet another bold move.

Just last month, TDCX Group launched Chemin to help the world’s most ambitious companies realize their AI goals — faster, safer, and smarter.

To accelerate our ambition, the Group has acquired SUPA, a cutting-edge data annotation platform known for its agile, gig-powered model and elite talent network.

SUPA will now be part of Chemin, as we make moves to deepen our ability to support everything from training foundational models to safeguarding mission-critical AI systems.

“The future of customer experience is AI-powered, and AI itself runs on increasingly complex, curated data. SUPA brings us the right capabilities and talent frameworks to fuel that future. By embedding SUPA into Chemin, we’re doubling down on our ability to support enterprise and frontier AI labs with world-class data operations,” says Laurent Junique, CEO and Founder, TDCX Group.

As the demand for precision, scalability, and human-in-the-loop intelligence grows, we look forward to delivering the kind of nuanced data interpretation and domain expertise today’s frontier AI requires.

Slide into our inbox — we speak AI.

Tap the 'Press Release' link in our bio for more details.

#CX #Outsourcing #AI #EnabletheFuture