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 23 hours ago
𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗞𝗶𝗰𝗸𝘀 𝗢𝗳𝗳 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗪𝗲𝗲𝗸 𝟮𝟬𝟮𝟱

Open Access BPO launched its #CustomerServiceWeek 2025 celebration with an event honoring its #CustomerSupport teams.

This year's theme, Mission: Possible, celebrates how #TeamOABPO turns every #CustomerExperience challenge into success through skill, dedication, and teamwork.

A special highlight was a client video thanking employees for their commitment and excellence. Throughout the week, team members across all sites will enjoy themed games and activities leading up to a grand finale recognizing top performers.

#CSWeek remains one of Open Access BPO's most anticipated traditions, celebrating teamwork, recognition, and fun at work.

#CSWeek2025
#OABPOCSWeek2025
#WeAreOABPO #MissionPossible
Open Access BPO 5 days ago
We're stepping into the future.

The next chapter of Open Access BPO is almost here.

Be part of it.
Open Access BPO 8 days ago
Over the years, you've known us as a trusted BPO partner. Now, we're stepping into the next chapter, just beneath the surface.

Fresh, thoughtful, and ready for what's ahead.

Be there to see what’s next.
Open Access BPO 42 days ago
For global businesses, #outsourcing has evolved beyond a cost-saving measure into a strategic pillar for building true business resilience.

𝗔 𝗿𝗲𝘀𝗶𝗹𝗶𝗲𝗻𝘁 𝗼𝗿𝗴𝗮𝗻𝗶𝘇𝗮𝘁𝗶𝗼𝗻 𝗶𝘀 𝗼𝗻𝗲 𝘁𝗵𝗮𝘁 𝗻𝗼𝘁 𝗼𝗻𝗹𝘆 𝘄𝗲𝗮𝘁𝗵𝗲𝗿𝘀 𝗱𝗶𝘀𝗿𝘂𝗽𝘁𝗶𝗼𝗻𝘀 𝗯𝘂𝘁 𝗮𝗹𝘀𝗼 𝗮𝗱𝗮𝗽𝘁𝘀 𝗮𝗻𝗱 𝗲𝗺𝗲𝗿𝗴𝗲𝘀 𝘀𝘁𝗿𝗼𝗻𝗴𝗲𝗿.

❓ How do you future-proof your business in an unpredictable market?
❓ What is your approach to building a business that is built to last in an unpredictable market?

Learn more about creating an unbreakable business model, continue the conversation with us over at: https://buff.ly/N4b8hOD

________________________________
Brands trust Open Access BPO in building resilience, with our customized solutions and a diverse, multilingual workforce that strengthens their operations.

Don't wait for the next market shift—connect with us now to start building your unbreakable business:
https://buff.ly/rWaK05N

#WeSpeakYourLanguage
#PhilippineCallCenters #BusinessContinuity
#BusinessResilience #StrategicOutsourcing
#B2B #FutureProofing #BusinessAgility