⚡ In short
- Let them explain, acknowledge the feeling, then move to a fix.
- Apologise for the experience, take ownership and give a clear next step.
- Never argue, blame or copy-paste a cold policy.
- If it can’t be solved now, make a ticket and promise a time.
The 7-step method
- Reply fast. Waiting makes anger grow.
- Let them finish. Don’t interrupt with questions until they’ve said it all.
- Acknowledge the feeling. “I understand, that’s really frustrating.”
- Apologise for the experience. “I’m sorry this happened.”
- Take ownership. “Let me sort this out for you.”
- Offer a clear next step. What you’ll do, and when.
- Follow up. Do what you promised, and tell them when it’s done.
Example replies
| Situation | Reply |
|---|---|
| Late order | I’m really sorry, Priya. I’ve checked: it’s at the Pune hub and arrives tomorrow. I’ll message you when it’s out for delivery. |
| Wrong item | That’s our mistake, sorry. We’ll pick it up free and send the right one today. |
| Rude message | I can see you’re upset, and I want to help. Could you share your order number? |
| Can’t give what they want | I can’t refund a used item, but I can offer an exchange or store credit. Which would you prefer? |
What never to say
- “Calm down.”
- “That’s our policy.”
- “You must have done something wrong.”
- “There’s nothing I can do.”
Try the alternatives in positive scripting.
When to move out of chat
If the fix takes time, make a ticket so the promise is tracked. If the customer is very upset, offer a phone call. If they are abusive or spamming, you can block them.
After the chat
Write a team-only note on what went wrong. If the same complaint appears often, fix the cause: the product page, the courier or the policy.
FAQ
Should I apologise if it wasn’t our fault?
Apologise for the experience, not for something you didn’t do. “I’m sorry this has been so frustrating.”
Should an AI chatbot handle angry customers?
No. Pass them to a person quickly. In LiveChatBot, the AI Agent hands over when visitors ask for a person.