Have to deal with an irate customer? Use these script templates

Handling irate customers can be a challenging task that requires specific skills and training. It’s essential to remember that the customer is not angry at the person handling the issue, but rather the issue itself. 

In this article, we’ll discuss example of scripts and best practices of dealing with irate customer. 

So how would you reply to such a message? 👇

I’m extremely frustrated with your company! I received my order, and it’s completely wrong. I ordered a black shirt, and you sent me a red shirt instead. This is unacceptable, and I demand that you fix this immediately.

Bad customer service response

Support Agent: Well, mistakes happen. We’re a busy company, and we can’t always get everything right. If you want to return the red shirt and get a black one instead, you’ll have to pay for the shipping yourself. We won’t cover the cost since it was your mistake to begin with.

This response is an example of a bad response to an irate customer for several reasons:

1. The support agent’s response doesn’t address the customer’s frustration or show any empathy towards their situation. The agent comes across as dismissive and unsympathetic to the customer’s concerns.
2. The agent implies that the mistake was the customer’s fault, which is incorrect. The customer ordered a black shirt, and the company sent a red one instead, so the mistake was on the company’s end.
3. The agent doesn’t provide a solution that addresses the customer’s issue. Instead, they put the burden on the customer to pay for the return shipping, which is unreasonable and not customer-focused.
4. The agent’s response is unprofessional, defensive, and lacks tact. This can make the customer even more irate and frustrated, leading to a loss of business and a negative reputation.

By providing a bad response to an irate customer, the company can alienate the customer, damage their reputation, and lose potential business in the future.

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Good example of customer service reply

Support Agent: I’m sorry to hear that you received the wrong item, and I completely understand your frustration. We take full responsibility for this error, and do everything to make it right for you. 

Can you please provide me with your order number and more details about the incorrect item you received, such as the size and style?

Irate Customer: My order number is 12345, and I ordered a black large t-shirt, but you sent me a red medium t-shirt instead. Fix this as soon as possible because I need the black t-shirt for an event next week.

Support Agent: Thank you for providing that information. I apologize for the inconvenience caused by this error. We’ll ship the correct black t-shirt to you via expedited shipping at no additional cost, so you should receive it in time for your event. 

Additionally, we’ll provide you with a return label for the incorrect item, and we’ll cover the return shipping cost. We’ll also follow up with our fulfillment team to ensure that this error doesn’t happen again in the future. 

Is there anything else we can do for you?

This is a good response to an irate customer for several reasons:

1. The support agent acknowledges the customer’s frustration and takes full responsibility for the error. This demonstrates the company’s accountability and empathy towards the customer.
2. The agent offers a prompt and actionable solution that addresses the customer’s issue. The agent offers to ship the correct item via expedited shipping and provides a return label for the incorrect item, covering the return shipping cost. This shows the company’s willingness to go above and beyond to make things right.
3. The agent assures the customer that the company will follow up with its fulfillment team to prevent similar errors from happening in the future. This demonstrates the company’s commitment to improving its processes and preventing future mistakes.
4. The agent’s response is professional, respectful, and focused on addressing the customer’s needs. This can help diffuse the customer’s frustration and foster a positive relationship between the customer and the company.

By providing a good response to an irate customer, the company can turn a negative situation into a positive one, build customer loyalty, and enhance its reputation.

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Best practices of dealing with an irate customer

When working with an irate customer, it’s essential to handle the situation with care and empathy. Here are some tips and words to use when interacting with an irate customer:

1. Allow the customer to express their concerns fully without interrupting. Listen actively to understand their issue and the underlying reason for their frustration.
2. Show empathy and acknowledge their frustration by apologizing sincerely for the inconvenience or issue caused.
3. Provide actionable and prompt solutions to address the customer’s issue. This may involve offering a refund, replacement, or compensation.
4. Use positive language like “understand,” “help,” “resolve,” “satisfaction,” “solution,” and “improve” can resonate well with irate customers and help to diffuse the situation.
5. Take full responsibility for the error, issue or delay. Avoid making excuses or blaming the customer for the problem.
6. Put yourself in the customer’s shoes and understand how the issue has impacted their experience. Show empathy and understanding to validate their emotions.
7. It’s essential to remain calm, patient, and professional when dealing with an irate customer. Avoid becoming defensive or argumentative, as this can escalate the situation.

By using these tips and words, businesses can effectively manage irate customers and resolve issues to the satisfaction of the customer. Remember that an irate customer presents an opportunity to demonstrate excellent customer service and turn a negative experience into a positive one.

Deal with complicated customer queries like a pro with our playbook of 15 tricky customer service scenarios and ready-made answers 👇

Download 15 scenarios for customer service role-playing and deal with difficult issues like a pro

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