As a telemarketing agent, how do you handle angry customers who are facing a problem and shouting?

The best way to handle this situation is to let the customer vent his/her problem out first and while doing that try to listen to the issue as well. Never ever try to argue with them because that will only make things worse than it already is. Once the customer has calmed down, apologize for the inconvenience and empathize with the customer too. Let the customer feel that you understand their situation and if you would be on their shoes, you would feel disappointed too. Once you've done the listening and empathizing part, assure them and let them know that they've called the right person and that you're there to help them resolve their issue. The last step would be giving them resolution to whatever issue they have and once you're done resolving their issue, ask them if there's still anything that you can help them with. If there's none, then you're all good. ð

Best way to handle this problem is listening and responding in a calmly and polite tone. Also try and solve the problem if can not than simply explain to the client that you can not help him/her because the policy and regulation of the Company does not allow.

• Remain calm. ...
• Don't take it personally. ...
• Use your best listening skills. ...
• Actively sympathize. ...
• Apologize gracefully. ...
• Find a solution. ...
• Take a few minutes on your own.

excellent anger management in which customer is the prior owner of the firm  

Listen carefully , agree on the problem , apologize , give solution  and let the customer agree on solution,

if customer didn't agree on solution give him one commitment and try to solve it at the same time and give him/her some freebies from the company.

 

you must be calm at all times

To make the customer calm down you need to listen first , do not argue with the customer , right tone of voice and solve the problem by explaining what is really the company procedure.

I will talk to the customer very politely and understand the problem first then I explain the policy of the firm and why did happen to him/her. If the mistake is from our side I would apologize in general terms. I will solve the problem and record the problem.  

listen and stay calm.. let them feel that you are interested in their problem to be solve. 

first thing that I do: I listen to them attentively. I respond if needed and make them feel that I am there to assist them. Next, I apologize. I apologize for any inconvenience that they encountered. Even though it's not our fault, it's our problem because we represent one company.

first I have to apologize to him much, and make him feel that am on his side and trying to help him with all i got

 

once he feel am on his side he'll start cooperating with me then we fix the problem with calm nerves