Recognising and reacting to customers’ emotions can be a great way to build rapport and turn around angry customers.
For example, if a caller sounds angry or upset, a good approach could be to say “It sounds as though you are angry or upset.” If they agree you could follow up with “That sounds really bad – why don’t you tell me about what has happened?”
You then need to be quiet and listen. This will help the caller to offload their emotions
A good check question would be to ask yourself after the call “If this was your nan, would you be happy with the outcome?”