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dealing with angry callers can be a burdensome part of your job while these situations may be difficult or even unpleasant for you they're great opportunities to change these unhappy callers into satisfied customers yes this really can happen now here are some tips that will help you turn the unhappy into happy the first thing you want to do is let them talk they're going to want to vent their frustrations and you need to let them don't interrupt even if the information they're giving you doesn't even pertain to the matter let them get it all out but do listen closely because you need to figure out what the customer needs when they've said their piece you'll want to do two things one sincerely apologize and number two take full responsibility for their unhappiness you personally will take the blame now you might be thinking uh what this wasn't my fault at all why would i take the blame well because it diffuses the caller they know you're not the one to blame and they may even say well...