We’ve all experienced a customer service call that hasn’t exactly gone well. Nothing is more frustrating than calling into a company when a problem arises with a product or service, only to end up more confused, infuriated and worse off than when you called in the first place. For the business at the other end, nothing spells disaster more than ending a customer call on a bad note. An angry customer can wreak havoc, and might not return to your business if they left unsatisfied. They might also leave negative feedback about your company, and that can lead to a host of other problems. Of course, there are ways to quell the angry customer.

Even if you've done nothing wrong, offer the customer a sincere apology and reiterate you want to help. Don't pass the blame off on someone else, as this may inflame the situation further. The customer is more likely to calm down if he feels you understand the problem and truly want to help.

Above all, the upset customer wants his problem addressed and resolved. You need to find out what you can do to make this happen. Work with the customer to find a solution that will fix his issue.

Sometimes the customer just wants to know that some action has been put in motion, so that no one will have this problem again. Assure her you will report the problem to the person who can take care of it.

Think about how you feel when you're angry. Something is pent up that just needs to be released. Know that others feel the same. Give them that opportunity by saying, "Tell me how you're feeling about all of this." Once they get it all out, they'll most likely calm down enough for you to work out a solution together.

None of this advice is useful, however, without the right call center workforce and technology put in place.

One of the first elements of avoiding call center mistakes is training staff properly. Whether your call center consists of 3 or 300 agents, training everyone in the art of customer service is essential to call center success. Customers do not tolerate rude or ineffective agents, and when a customer experiences one, rest assured, they will take their business elsewhere.

Technology offers software solutions that can help manage inbound, outbound and blended call centers.

The benefits of moving towards a hosted contact center solution include a quick setup and high scalability. For a business that changes on the regular, whether it’s a seasonal business, working with remote agents, or simply adjusting to peak call times, using a hosted contact center solution can help avoid the most common customer service pitfalls.

When your customers are happy, it’s reflected in your bottom line. By identifying any mistakes you might be making with your customers, you can take swift action to remedy them and ensure that customers keep returning to your business for their future needs.