How to handle an upset customer on the phone
Most angry calls are about a missed expectation, not about you.
- Let them finish. Do not interrupt. Write down the facts as they speak.
- Repeat the problem back. Say it in your own words so they know you heard it.
- Apologize for the experience, not the blame. You can regret the inconvenience without arguing over fault.
- Offer one clear next step. Give a specific time or action, not a vague promise.
- Follow up when you said you would. The call back matters more than the first call.
Common questions
Should I offer a discount right away?
Listen first. Decide ahead of time what you are willing to offer so you are not guessing on the call.
When should I hand the call to the owner?
If the customer asks for the owner or the issue is over your approval limit, pass it on with notes.
See also the contractor guides and free tools.
General information, not legal or financial advice. Verify with your attorney or accountant.
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