Business Talk: Dealing with Angry Clients

Dealing with angry clients can be challenging, but the right words can make a big difference. In this article, you’ll find 6 simple phrases to help you stay calm, show empathy, and turn a tough situation into a positive one. Here are the key phrases you can use to handle these situations like a pro!

• I understand your frustration, and I'm here to help resolve this as quickly as possible.

• I hear you. I'm going to do everything I can to make things right.

• I appreciate you bringing this to my attention, and I sincerely apologize for the inconvenience.

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• I’m sorry this happened. Let me see what I can do. (LESS FORMAL)

• I totally get it. Let me see what we can do to make it right. (LESS FORMAL)

• I get it—this situation is frustrating. Can you tell me more about what happened? (CAREFUL WITH QUESTIONS, THEY CAN FRUSTRATE SOME CUSTOMERS, USE ONLY WHEN YOU NEED TO CLARIFY SOMETHING)

Practice