One of the most difficult tasks on the telephone is dealing with angry callers. The person may be angry because a mistake has been made on their order, a shipment received has damaged products, an order or samples have been delayed, or a variety of other business problems have occurred.

在电话处理中最困难的是处理抱怨的电话，对方可能因为他们的订单发生错误、收到的货中有损坏的产品、一个订单或样本被延迟或生意上的其它问题而生气。

Unfortunately, the specific person in charge of that customer is often unavailable or unwilling to take the call. If you are the one who has answered call, it will become your job to deal with the angry caller even though the caller may not be your specific customer and you may not be responsible for the problem. None-the-less, the caller is a customer of your company. They should be handled politely and professionally in order to maintain your business with them.

不幸的是负责该业务的人常常不能或不愿意去接听这类的电话。如果你接了这些电话，处理生气者的来电就变成你的工作。尽管这个打电话的人可能不是你接手的客户，你可能也不须对这个问题负责，但他还是你们公司的客户，为了维持你们的生意往来，你要礼貌且专业的处理他的问题。

One of the most important things that you must do when handling this kind of caller is to help them to calm down and feel less angry. You should start by speaking to them politely and listening carefully to everything they say. If you think your company will need more information about the situation than the caller has not given you to check the problem, then you should ask questions to get that information. This will show the caller that you are truly concerned about their problem. It will give the caller the feeling that you company is going to take action to solve the problem. And that will help to calm the angry caller down.

当你处理这类生气者的电话时，最重要的是，你必须帮助他们安静下来并且让他们缓和情绪。首先你应该有礼貌地跟他们说话，并且仔细地听他们说的每件事，如果你认为你们公司需要对方提供给你更多的信息去确认问题，那么你应该询问相关的信息。这会使生气者感觉到你是有诚心关心他的问题，也让他认为你们公司会有行动去解决问题。而且这可以让生气者冷静下来。

Another important thing that you must do when handling this kind of caller is to show empathy for their situation. To show empathy means let the caller know that you understand their complaint and that you understand how upset they must feel about something. One thing you must never do is to show sympathy. Showing sympathy means to let the caller know that you understand their complaint and that you agree that they have a good reason for being angry at your company. When you show sympathy by agreeing with the customer, you can cost your company a lot money. What you would be doing by showing sympathy is agreeing that your company is responsible for a problem. An example of sympathy would be to say, "I'm very sorry that we sent you damaged products." An example of empathy would be to say, "I'm very sorry that the products you received were damaged." Never admit responsibility unless you are absolutely sure that your company is indeed responsible. At the time of the call, it is impossible for you to be sure that your company is responsible since your company has not yet had a chance to investigate and find out what caused the problem.

此外你必须站在他们的立场处理这件事，让他们知道你了解他们抱怨并知道他们是多么沮丧。有一件事你绝不要去做的是展现你的同情心，展现同情心会让生气者认为你了解他们的抱怨，并同意他们对公司抱怨是正确的，当你展现同情心，你可能要花费你们公司很多钱。因为你所能展现的同情心是承认你的公司对该问题要负责。举一个展现同情心的例子"我很抱歉送给你们一个损坏的产品"。另一个展现同情心的说法。"我很抱歉你收到的产品有损坏"。不要承认责任除非你确信你们公司确实须对此事负责。在电话上你是无法确定公司是否该负任何责任，因为你们公司还没有机会去调查并找出是什么造成这个问题。

Take careful notes during the phone call. Before you end your call, confirm any information that the caller has told you, confirm what follow up action you will take like giving the message to the person in charge of that customer, and thank the caller for calling. Then, be sure to follow through with the follow-up that you have promised A.S.A.P.!

在电话上详细的写下细节，在你讲完电话前，再次确认来电者告诉你的任何信息，以及告知你会将这些资料留给负责的人，并且谢谢客户的来电，然后遵循你的承诺尽快处理。