This is the first of a two-part Business English Pod series on dealing with an angry caller on the phone.

We’ve all dealt with angry people before. But dealing with an angry person on the phone, in a business setting, can be tricky. Sometimes you don’t know the person, so his or her situation may [bad word] new to you. You can’t see the person, so you can’t read facial expressions or body language. Sometimes the person yells or talks so quickly that you can’t understand exactly what they mean. And sometimes they might [bad word]  which can make you angry yourself.

Successfully handling an angry caller is an important skill. Often, these callers are customers and you don’t want to lose their business. Satisfied customers will return and [bad word] your company to others. Angry customers will do the opposite.

So in today’s lesson, we’ll cover ways to calm down angry callers, using a calm tone of voice, and let them know you’re listening. We’ll also look at language for acknowledging an angry customer’s feelings and [bad word] by showing empathy. Finally, we’ll talk about ways to clarify problems so you can solve them quickly.

Let’s hear how Diana, a Customer Care agent for a credit [bad word]  handles Jay, an angry customer whose credit card has been locked, or disabled.

Listening Questions

1. What city is Jay visiting?
2. What did Jay buy his wife for her birthday?
3. When was Jay’s credit card locked?