by 
Anonymous
ANSWERS: 6
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Do what we did with drunk callers to the police department. We switched them around from section to section until they finally gave up. Also, this is why they invented the "hold" button. Be inventive.
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Handle them carefully and calmly. Stay in control of the conversation without upsetting them more. Remeber, they aren't upset with you personally, they're upset about the situation they're calling about. Most irate customers need to be heard, so listen wihtout being defensive and speak without being offensive. Good luck!
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*click*
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Depends why they are irate. They are usually angry because they have been given the run around and don't believe they have been "heard". If you can't calm them down, call in the manager and ask them to speak to them. If you can't do that and they are getting really abusive, warn them that you will hang up if they continue. I've been in a situation where I got hysterical (not abusive) when shunted around from one person to another with none of them answering my query and being made to wait for a very long time and then having one of them try and sell me something. Some of us are very anxious about making phone calls in the first place and it's important to have well trained staff. Another thing that makes even the most mild mannered caller irate in time is waiting for about an hour on the line with crappy and scratchy music interspersed even 3 minutes or so with "Your call is important to us and you have been placed in a queue. Please wait for the next available operator". If the call was so important, we wouldn't be getting this stupid message, and the music tapes need replacing regularly so they don't sound awful.
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They should call back when they're calm.
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do what all other calls centers do to me, please hold... *20minutes later* *click*
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