Caller ID and missed call alerts now serve as their own form of call messaging. People can see who called. They assume they need to contact you. It’s much faster to scroll through a list of incoming callers than to listen to recorded messages. Some people even use audio-to-text transcription options in their cars or from their mobile phones that turn voice messages into notes.
Whether it’s an out-of-stock product, a canceled event, or social media snafu, there are times when your business may see an influx of frustrated callers. While it is important to address their concerns head-on, you may not be able to answer each call as it’s received. Make sure you use best practices for dealing with angry customers, and that your voicemail greeting sets the appropriate tone. Avoid defensive language, validate their concerns, and keep them informed as to how you are handling the situation.

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“After a few seconds of silence, I say, ‘Gotcha! Sorry I missed your call. Leave your message after the beep,’” he continued, oblivious to the fact that no other human being would ever leave him a voice message for any reason whatsoever. “But it isn’t even over yet. After I’m done talking, you hear a beep and start leaving your message — but the beep is still part of my voicemail! It’s like a double whammy joke!”