How should a CSR approach an angry customer?

A CSR should approach an angry customer by remaining calm and empathizing with their feelings because this helps to de-escalate the situation. When a customer is upset, they often seek to feel heard and understood. By showing empathy, the CSR validates the customer's feelings, which can help build rapport and trust.

Remaining calm is crucial as it sets a positive tone for the conversation and can influence the customer's emotions. When a CSR exhibits patience and understanding, it often encourages the customer to express their concerns more clearly and allows for a more productive dialogue.

Empathy can also lead to better resolution outcomes. When the customer feels understood, they are more likely to be open to solutions and may feel more satisfied with the service they receive. This approach not only addresses the immediate issue but can also improve the overall customer experience, fostering loyalty and trust in the company.

In contrast, transferring the call to a supervisor might escalate the situation further if the customer feels neglected. Interrupting the customer could lead to frustration, as it may prevent them from fully explaining their issues. Offering discounts right away without first understanding the root of the problem may also come off as insincere or may not address the customer's underlying concerns.