Nine Tips for Dealing with Angry and Difficult Customers

Published: Tue, 09/20/22

Nine Tips for Dealing with Angry and Difficult Customers

No one looks forward to an encounter with an angry or difficult customer. Most of us can’t help but feel emotionally impacted by an upset customer. An ugly incident can ruin our entire day.

Not only that, but there is usually some damage that can be done to the company by the angry customer. Our job security is not enhanced when the company loses business. Put those two things together, and you can see that dealing effectively with an angry customer becomes a challenge that we must overcome.

Here are some tips to make your next confrontation easier for you, better for your company, and much more satisfying to the customer.

1. Don’t take it personally.

Unless you were personally involved in the incident that caused the customer’s anger, the customer probably isn’t angry with you. He’s angry with your company, and he’s angry with the consequences that impact him. There is no reason that you should take it personally. You are just the current expression of your company, the most convenient representative.

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When you take the customer’s anger personally, it’s so much easier to become defensive and argumentative. And when that happens, the net effect is to turn a bad situation into something even worse. When you are tempted to react in kind, emotionally, just tell yourself that this is not about you.

2. Listen.

That is often enough to turn a customer’s attitude around. It is amazing how powerful an empathetic, active listener can be. When you sincerely and actively listen, that calms the customer down, it shows him that you are interested, it gives some credence to his/her position, and, it gives you some information and... READ THE FULL ARTICLE HERE.

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