how do you deal with angry customers in IT support?

Question

If you work in IT support or IT help desk, how do you deal with angry end-users or unreasonable end-users?
If you feel you are getting too much from end-users, are you in the wrong field or am I the only one who feel that way from time to time?

I know there's an "ART" to dealing with angry people at work and conflict resolution at workplace.
Any tips or advices or stories will be very much appreciated.

Answer 1

I am an insurance agent - I get angry customers daily. The best thing to do is al;ways talk with a smile on your face - it really comes through in your voice - even if the smile is fake, it still sounds better on the phone. Also, always speak calmly. Truly LISTEN to what the person has to say and let them finish what they have to say. Once they are finished, paraphrase & repeat back to them what they told you to show them that they are heard. Offer the best solution to their problem that you can. If you do not know the answer, tell them you can get back to them (give them an idea of how long it will take 5 mins or 5 hrs - don't make them wait for your call back at an unknown time, they will get angrier). If you give them a time, call them then at the LATEST, try to call back before you say you will. If they do not like your answer, ask them, what would you like me to do for you so that this can be solved & then listen to what they have to say. The answer may not be as unreasonable as you may think. Most people that get angry feel they are not being heard. You can stop a lot of anger by great listening. I hope this helps.
We all get frustrated - some days are worse than others - Hopefully you have good coworkers that go through the same thing & you can complain to each other about your phone calls - it helps believe me.

Answer 2

Back when I worked as CSR, it was for an insurance company and I would get some pretty tough calls. I once had a man cussed at my in four different languages then tell me what it all meant in English. That was the day I stuck a posted it note to my monitor that read "If I wanted to talk to assholes I'd fart!" It stayed there until I left my job. The only thing you really can do to deal with jerks without losing your job in this field of work is with a smile in your voice, and remember not to take any insults seriously I'm sure most of them aren't assholes to everyone they meet they've probably just had a bad day and rather than take it out on their wife or husband they choose the voice over the phone.

Answer 3

IM SO SORRY!! im one of those angry customers, I try so hard not to be but sometimes when someone is fed up with the service they get angry. thru my experience with credit card companies, bank phone calls, bill calls, computer problem calls, cancellation calls, etc... I've always been difused by a sweet calm, understanding tone of voice. One time I was yelled at for being angry, let me tell you I was FURIOUS, "how dare you yell at me I am the customer I bought your product, you have to HELP ME fix it!" it was bad. but then I was transferred to another person, a gentleman, who difused me quickly with, " ma'am I apologize for what the company did, it was not under my control, how can I help make it happier and better for you?" I ranted my part, he genuinely listened to my concern, talked to me like I was a friend that he was helping out, addressed my problem, and fixed it within a matter of under an hour. (computer problem)

keep calm, be nice, sometimes you dont get lucky but just ignore it or take a breather.

ps. IM SORRY again.

Answer 4

i have my own business for a long time and you will meet a lot of angry customers now and then and the first thing i learn is not to argue when they are boiling or i dont argue with an idiot because people will not see the difference
first i let them steam their anger and listened to their complaint
second i let them know that i understand their feeling and i will do my best
third i will notify them for any developements
fourth they are still welcome
last i finished my conversation with a smile

Answer 5

Welcome the world of customer service. After any rant I always follow up with " I completely understand". They calm down almost immediately.

Answer 6

Kill them with kindness. You get more bees with honey than with vinegar. They are jerks but good thing is you don't go home with them.