Raele Altano shares scripts for when customers yell at you. Use I-statements to validate their frustration while asking for a calmer tone, offer to regroup later, or escalate to a manager if needed.
Here are a few options for when a client or a customer is yelling at you. You can start with the benefit of the doubt and say something like not sure if you realize, but you're starting to raise your voice and it's distracting us from getting you the solution that you need. Option 2 I understand you're frustrated, but I can't help you when you yell at me and raise your voice. Can you please be more mindful of your tone? Using I statements, you are validating their frustration while letting them know that them raising their voice is not okay. And last but not least, you can say, I want to help you, but this tone isn't acceptable here. Let's find the time to regroup and discuss this when you're more cal. Also, if you're in a setting such as retail, hospitality or any immediate customer service, do not be afraid to loop in a manager, supervisor, or any sort of higher up. It is their job to step in and take over the situation. So you can say something like, it's clear I'm unable to help you, so I'm going to bring in a manager who can assist you further. Or it's very difficult to assist you when you have this tone of voice and attitude, so I'm going to loop in a supervisor who can take it from here.
