Handling Angry Resident Calls

January 8, 2019
Listed in Daily Tasks

A highway department's phone is most often the front line of customer service and, quite often, when someone calls their highway department, it is a complaint. They are angry at something we have done, something they believe we have done incorrectly, or something we didn't do, but they feel we should have. There are members of the public who are extremely passionate about our perceived failings and we, as civil servants, must be skilled in de-escalating the hostility and, if possible, making them understand our position.

The beginning point to calming an angry caller is to not take their anger personally. Naturally, that is much easier said than done, but the moment you take their complaint or hositility personally, you're in an argument. By you making it an argument, you have added the extra element of needing to defend yourself into the mix. Your tone will begin to match or exceed their tone, and nothing will be accomplished. Remain calm and unaffected by the tone of the call, though not aloof. You must be receptive to what the caller has to say. Despite the caller's momentary inability to be calm and rational, their complaint may be completely legitimate. Sit back and hear them out.

Angry callers often expect you to take a defensive stance - to defend your department, your crews, your policies, etcetera. Resist the desire to do so, especially during the initial stage of the call. It is a pyscholigical trap and you may find yourself backpeddling after you hear the entirety of the complaint. Avoid the fight. Duck the punches and simply listen. During my years of anwering my highway department's phone, I discovered that most callers begin to calm when you project a tone of concern or that of an investigator. Show them that you want to hear what they have to say. Attempt to be oblivious of their tone and/or insults. If you remain calm and non-defensive, most angry callers will begin to follow your lead. Only lunatics continue to punch a downed opponent.

When they dialed your number, they were angry about an issue and they blamed you. (It doesn't matter that you have absolutely nothing to do with the problem.) If you can, appear to take their side. Obviously, this won't always be possible. However, if you are able to become an ally against the pothole, the unplowed road, the long-ignored missing sign, or the flagger who glared at them, not only will you bring a quick end to the anger, but it will also represent the fact that your highway department does genuinely care.