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Call center agents don’t tend to like to answer the call with the angry customer on the other end of the line. Some may view it as a challenge to overcome, while others may see it as something to endure until the customer hangs up or they can transfer him to another individual. Customer service software can go far in helping improve call navigation, but sometimes customers feel wronged and they simply want someone to listen.

A TollFreeForwarding.com (News - Alert) infographic, recently published on Business2Community, explores some tips to keep in mind when the angry customer calls. First, the fact that they are calling is actually a good sign – they’re giving you the opportunity to make something right. Second, just because the customer is angry doesn’t mean the agent has to follow suit. Finally, with the right approach and tools, the agent has the opportunity to actually improve the situation and brighten the customer’s day.

Taking this approach is essential to protect the brand. No matter how angry the customer is or the things that he says, the agent still represents the brand. It’s important that he doesn’t take the attack personally, understands the customer’s complaint, apologizes for the situation and escalates the call if necessary. The point is to ensure the call doesn’t end with an angry customer.

To that end, let’s take a look at the tips from the infographic and how the call center can blend this approach with customer service software.

Repeat Concerns – the agent should demonstrate that he is actively listening to the customer.

Sympathize – people generally just want to know someone cares and reading from a script will only lead to more aggravation. The agent needs to make it real.

Remain Calm – there is no reason the agent needs to join the customer in frustration – that won’t lead to a happy resolution.

Be Real – while the agent may be the recipient of the anger, he isn’t really the target. He can remind the customer that he is there to help.

Follow-up – engaging with the customer a second time may seem like the last thing the agent wants to do, but it could help to improve the situation even more and make for a better interaction in the future.

Perhaps most importantly, the agent needs to keep in mind that there is a right way and a wrong way to interact with the angry customer. Even putting these tips in place can fail if he tries to “close” the customer, provides inaccurate information or acts like he doesn’t care. The point is to diffuse the situation and not lose a customer. The agent able to do so is worth his weight in gold.