How to Deal With Difficult Clients - Blog (2023)

Whether you are a front-facing customer service rep, or a behind-the-scenes business owner, knowing how to handle difficult customers is essential in any customer-facing field. Handling clients who are upset, indecisive, demanding or critical clients can be draining and stressful. The good news is that there are proven strategies to navigate these conflicts without getting overwhelmed.

When you understand how to manage difficult customers, you can provide better customer service and improve customer retention—especially if you are a business owner. In this guide, we will break down how best to handle difficult customer behavior and provide 10 strategies, along with examples of how to handle difficult customers so you can manage customer conflict with ease.

Why Knowing How to Deal with Difficult Customers Matters

It is essential for any customer-facing business to understand how to effectively deal with difficult customers in order to provide better customer service and ultimately improve customer retention. Knowing how to handle suchl customers can help businesses avoid conflict that leads to negative experiences and potential reputational harm.

When you handle a difficult client situation well, you can actually turn a negative experience into a positive one. This can lead to increased customer satisfaction and loyalty, as well as better relationships with customers.

Unfortunately, the same is true for businesses that do not handle challenging customer experiences well. Poorly handled customer service experiences can lead to:

  1. A damaged reputation: Poorly handled customer service experiences are more likely to be shared than positive ones, which makes it even more essential for businesses to address difficult customers properly.
  2. Loss of customer loyalty: Poor customer service experiences can lead to customers taking their business elsewhere.
  3. Increased workload: Without proper customer service procedures, businesses are more likely to run into the same issues with other customers in the future, leading to an increased workload for staff members.
  4. Lower customer retention: If customers do not have positive experiences with a business, they are less likely to continue using that business’s services.
  5. Negative word-of-mouth: Poorly handled customer service experiences are more likely to lead to negative word-of-mouth, which can further damage the business’s reputation.

In a world where the market is incredibly tuned in to customer feedback, it’s essential to understand how best to manage difficult customers. But how can you identify and address difficult customer behavior? Before you can implement the strategies that will help you manage difficult customers, it is important to understand the five types of difficult clients and customers that can exist.

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5 Types of Difficult Clients That Every Company Deals With

Knowing how to handle difficult customers starts with identifying the types of difficult clients and the best way of handling each. Here are five types of difficult customers that businesses encounter most often and must respond to with poise and strategic customer service strategies.

  1. The Dissatisfied Customer: The dissatisfied customer is often the most common type of difficult customer. This customer may be upset or even angry because of a product or service that didn’t live up to their expectations or because of some other issue they experienced with your company.
  2. The Critical Customer: These customers are often demanding and use criticism to express their dissatisfaction.
  3. The Indecisive Client: These customers are often unsure of what they want and can take a long time to make decisions.
  4. The Uninformed Client: These customers may not be aware of your products, services or policies and need additional information in order to make an informed decision.
  5. The Bargaining Customer: These customers are often looking for discounts or deals and will try to negotiate to get the best price possible.

Let’s break down each type and the unique situations that can arise. Once you are familiar with the different types of difficult customers, you can implement customer service strategies that can help you manage difficult customers and ultimately improve customer retention.

1. The Dissatisfied Customer

The most difficult customer or client you’ll encounter is the dissatisfied customer. This type of client often has an issue that they feel needs to be addressed right away and can become aggressive or hostile if it’s not handled properly. It’s essential to remain calm and professional and address their concerns immediately while also determining the root cause of their dissatisfaction.

For instance, a customer may become upset when they do not receive the product they ordered on time. Or they may have just come from a call with customer service that was less than satisfactory. Regardless of the cause, it’s important to address their frustrations and provide a positive solution while not taking the situation personally.

Knowing how to deal with angry customers is a skill that will take practice, but it is important to remember that not every customer issue needs to result in a negative experience.

2. The Critical Customer

The critical customers are often demanding and use criticism as their primary means of expressing dissatisfaction. This type of customer can be challenging because they may come across as unapproachable or unwilling to find a resolution.

There are a variety of reasons that a customer or client may be critical:

  • They have high expectations or standards for the products/services you provide
  • They are dissatisfied with a previous experience and are not willing to take a chance on your product or service again
  • They may be trying to get something out of the interaction such as a discount or free product

These customers will need to be handled differently than the upset customer, as it’s important to remember that criticism can often be an indication of a deeper issue. It’s crucial to remain patient and understanding while assessing their needs and providing solutions accordingly.

3. The Indecisive Client

Have you ever found yourself struggling to understand why a client or customer can’t make up their mind? It happens more often than you might think! The indecisive customers are typically slow to make decisions and take a long time considering options.

(Video) 9 tips for dealing with difficult customers | Freshworks Academy

This type of customer may have difficulty making decisions because:

  • They are afraid of making the wrong choice or don’t trust their own judgment
  • They may feel overwhelmed by the number of choices available and need guidance
  • They may not have a clear idea of what they want or are looking for in a product/service

When dealing with indecisive customers, it’s important to be patient and provide them with as much information as possible. In many cases, they are simply looking for a little extra guidance and reassurance that they are making the right decision.

4. The Uninformed Client

The uninformed customers may not be aware of your products, services or policies and need additional information in order to make an informed decision. These customers or clients are similar to the indecisive customers, but rather than having difficulty making a decision, they may simply lack the knowledge to make an informed one.

If you find yourself with many uninformed clients, or with many clients asking the same questions, it’s critical to take a look at your processes and marketing materials to ensure they are as clear as possible. This will help potential customers understand your offerings quickly and easily, improving sales and customer retention.

Additionally, having helpful information on-hand that you can provide to new clients or customers is a great way to introduce them to your products/services and make sure they are informed.

5. The Bargaining Customer

The fifth type of customer is the bargaining type. These clients may try to talk you down on pricing, request discounts, or ask for additional services or products that aren’t necessarily included in your standard offering.

It’s not unusual to encounter this type of customer, and you may even find it beneficial to offer discounts or other incentives from time to time. However, it’s essential to set boundaries and remain firm when negotiating with customers or clients in order to maintain your profit margins.

For instance, you may choose to offer a discount on a particular product or service, but be sure to also explain the discounted rate is only applicable for that one transaction. This way, you can maintain your standard pricing practices while still providing clients with an incentive to purchase.

Dealing with difficult customers requires different handling and understanding based on the type of customer you are dealing with. With the five types discussed above, it is important to remember that all customers deserve respect and should be treated with kindness and understanding, no matter what the circumstances may be.

Once you’ve identified the type of customer you’re dealing with, you can adjust your approach accordingly and work on providing the best possible solution that meets their needs. Let’s take a look at the ten strategies that can help you in dealing with difficult customers.

How to Deal with Difficult Customers: 10 Strategies for Success

For each type of customer, there are different strategies to help you handle the situation. The key is learning how to identify the type of customer you are dealing with and adjusting your approach accordingly.

When dealing with difficult customers, you should work to maintain a positive attitude, be patient and provide as much assistance as possible. While each of these strategies will help in dealing with difficult customers, they will not work in every situation.

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It is important to keep an open mind and be flexible when it comes to finding the best solutions for all customers, regardless of the type. Let’s dive into ten ways to handle difficult customer interactions – and the effective ways you can manage each:

1. Develop a Working Plan for How to Handle a Difficult Client or Customer

The first strategy for working with dissatisfied customers is to develop a plan for how to handle the situation. Before the situation ever arises, it is important to have an idea of how you will handle the interaction.

Consider what your approach will be, what language you will use, and how you plan to address their concerns in a calm and professional manner. Having this strategy in place before engaging with customers will help ensure that your response is consistent and appropriate for the situation.

For instance, you may decide to remain calm and composed while also ensuring that your clients feel heard and valued. This strategy can help de-escalate a difficult situation before it becomes out of hand. Or you may look to have documents ready to grab, should an indecisive or demanding customer ask for more information.

(Video) Are You Good at Dealing with Difficult Clients - From Don Connelly's Blog

Having a strategy — even if it’s just a loose one — can help you address difficult customers in an effective and professional way.

2. Listen to Your Customers and Acknowledge Their Concerns

When dealing with a customer or client who is dissatisfied, it is important to listen to their concerns and acknowledge what they are saying. One of the reasons that many customers walk away from a product or service is that they feel like their concerns are not being taken seriously.

By taking the time to listen, you can ensure that they know that their feelings and opinions are valued and respected. Additionally, by listening, you may also be able to gain a better understanding of what’s causing them to feel this way and address any underlying concerns accordingly.

Examples of acknowledging and addressing the customer’s feelings include phrases such as “I can understand why you feel this way” or “I apologize for any inconvenience this may have caused.”

3. Respond with Empathy and Compassion in Difficult Situations

In addition to listening, responding with empathy and compassion can help diffuse difficult situations. Showing kindness and understanding will demonstrate to the customer that you are truly trying to help and that their situation is being taken seriously.

Consider statements such as: “I would be frustrated too if that happened to me,” or “Let’s see what we can do together to find a resolution.”

These statements show the customer that you are actively engaged in their concerns and willing to work with them toward a solution. It also reinforces the idea that they are important and valued as customers. When faced with a difficult client, remembering that they, too, are human and have feelings can help you remain calm and composed.

4. Respond to Questions with Questions

Responding to questions with questions can be a particularly effective strategy for working with difficult clients, as it may help steer the conversation in a more constructive direction. These communication techniques help reframe the concerns and give them an opportunity to explain their feelings more clearly.

For example, consider the following exchange between an employee and a client regarding an incorrect pricing problem:

Client: “This is outrageous! How could you possibly make such an error?”

Employee: “Can you help me understand what made you feel this way?”

Client: “I feel as though you are trying to swindle me into paying more money for this product.”

Employee: “What would you like to see happen so that you feel more comfortable with the pricing?”

By responding to questions with questions, the employee can help steer the conversation toward a potential solution. This tactic provides an opportunity to gain further insight into what is causing their frustration and can be used to address the issue.

A word of caution: the line between caring questions and annoying questioning can be easily crossed. Be sure to ask questions in a way that is not confrontational or accusatory. Similarly, avoid sounding overly scripted by asking the same questions in different ways.

5. Offer Compensation and Solutions

The key to resolving difficult customer situations is to offer a solution or form of compensation whenever possible. This can be anything from offering an apology, providing a discount, or even just listening to what they have to say.

No matter what the form of compensation, it is vital to show that you value the customer’s time and their concerns. Additionally, be sure to provide clear instructions on how to take advantage of any offer or solution.

(Video) How to Deal with Difficult Graphic Design Clients

By offering a solution, you can demonstrate that you are taking their situation seriously and are willing to work with them to find an acceptable resolution. For instance, offering a refund or store credit for incorrect pricing can help turn an unhappy customer into a satisfied one.

6. Bring in Another Team Member If Needed

In some cases, bringing in another team member can be beneficial in resolving the issue. This could be a supervisor or someone with more experience in dealing with difficult customers.

Having a different perspective can provide a fresh and unbiased approach to the situation. It may also help validate any decisions that have been made and build trust with the customer.

Remember, it’s okay to ask for help when dealing with challenging customers. In fact, in some cases, it can be beneficial to bring in a third party to provide additional insight and feedback on the situation. They can bring a new perspective to the table and help you find an appropriate resolution.

7. Maintain a Friendly Tone of Voice

Similar to the strategy of staying professional, it is critical to speak with in a caring way and keep your emotions in check when handling difficult customers.

This means speaking slowly, enunciating each word clearly, and avoiding any sarcastic or aggressive undertones. Additionally, try to maintain a conversational tone throughout the interaction. This will help show that you are still engaged in their concerns and listening to what they have to say.

When dealing with angry customers or those that may be too emotional to listen, it is often helpful to pause before responding. This will give you time to gather your thoughts and come up with a suitable response.

8. Take Information and Write Down Notes

Have you ever spoken with someone who simply nodded their head in agreement and then later argued the exact opposite? It’s not uncommon to have disagreements arise when it comes to difficult customer service situations.

In order to ensure everyone is on the same page, taking notes can be very beneficial. This will help you keep track of what was discussed and provide clear documentation if needed. Additionally, it can help to keep the customer focused on finding a resolution rather than getting lost in unnecessary details.

Taking notes also allows you to go back and review any topics or questions that may have been missed during the conversation. This can be especially helpful when customers get emotional or start rambling off multiple issues. Never turn down an opportunity to take down pertinent information and write it down.

9. Follow Up with the Customer

Once the situation has been resolved, it is essential to follow up with the customer. This can be done via email, a phone call, or even with a handwritten note.

Following up will demonstrate that you are still interested in their satisfaction and ensure that they are still happy with your service. Additionally, this is an opportunity to solidify your relationship with the customer and build trust.

Here’s an example of what you can include in a follow-up message:

Dear (customer name),

Thank you for taking the time to discuss your concerns with us. We value your feedback and take any complaints seriously. We are glad we could find a resolution that worked for both of us, and we apologize again for any inconvenience caused. If you have any further questions or concerns, please do not hesitate to contact us.

Sincerely,

Your Customer Service Team

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By following up with the customer in a professional and courteous manner, you can help to ensure that the issue has been resolved and the customer is satisfied with your service.

10. Make It Right with an Incentive

Finally, when it comes to difficult customers, it is often beneficial to offer them an incentive. This can be anything from a discount on their next purchase to a complimentary upgrade or extra service.

Offering an incentive will not only show that you are listening and are willing to make it right, but that you value your customers and appreciate their feedback. This can go a long way in restoring relationships and building loyalty with your customers.

To aid in the process, tailor the follow-up incentive to their particular needs. This will help show that you are genuinely vested in finding the best possible solution for them and further build trust.

Practical Examples of Dealing with Difficult Customers

While the ten steps we outlined are ideal for dealing with difficult customers, it is important to keep in mind that every situation is unique. Below are some practical examples of how to apply these steps in different scenarios:

Scenario 1:. A customer is furious at your customer service representative

In this situation, it’s essential to remain calm and try to defuse the situation as quickly as possible. First, empathize with the customer by expressing that you understand their feelings and apologize for any inconvenience caused.

Next, listen to their concerns without interrupting and take time to take notes while they are speaking. This will help you to keep your thoughts organized and ensure that both parties are on the same page.

Finally, ask them how they would like the situation resolved and take action to make it right. This can be anything from a product replacement or a refund to an upgrade or an additional service.

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Scenario 2: An indecisive client is unsatisfied with a deliverable

Sometimes, you may deal with a difficult customer who is not satisfied with a deliverable. In this case, it’s crucial to be patient and understanding while also acknowledging their feelings.

Start by asking questions in order to gain an understanding of their dissatisfaction. From there, work together with the client to brainstorm solutions until you find one that works for both parties. This may include returning to the original plan or introducing a new one.

Finally, ensure that the client is satisfied with the final product and follow up to make sure they are still happy. Offering an incentive can also be beneficial in this situation as it will show that you value their feedback and want to make it right.

Scenario 3: A customer is complaining on social media

When it comes to difficult customers, it is important to handle the situation quickly and efficiently. Start by apologizing for any inconvenience caused and thank them for bringing the issue to your attention. If possible, ask the customer to contact you privately so that you can address their concerns in a private setting.

Once the conversation is moved to a private channel, be professional and courteous while listening to what they have to say. Ask questions to gain an understanding of the situation and brainstorm solutions until you find one that works for both parties.

Follow up with the customer to make sure the issue has been resolved and thank them for their feedback. Offering an incentive can also be beneficial as it will show that you value your customers and appreciate their business.

Scenario 4: A bargaining customer is trying to negotiate a lower price

When faced with this type of customer, it’s important to remain firm and polite while showing that you value their business. Start by thanking them for their interest in your product or service and clearly explain why the price is set at its current rate.

If you are not able to lower the price, make sure to offer up other incentives, such as free shipping or a bonus product. Be prepared to make compromises and be clear about what those will entail.

(Video) Brilliant Minds Blog: Dealing with difficult people

Remember to avoid escalating the situation and remain professional throughout the process. Thank them for their time and consideration, and wish them luck with their decision. You may find that they still choose to purchase your product or service at the original rate. They may even respect your professionalism and come back in the future for more.

Conclusion

The key to successfully dealing with difficult customers and challenging situations is to remain calm and professional. Take the time to listen and understand their concerns, apologize for any inconvenience caused, offer solutions or incentives, and follow up to make sure their needs are met. The strategies outlined above will help you handle these customers and situations successfully.

By focusing on providing excellent customer service, you can ensure that your customers remain loyal and satisfied. After all, happy customers are the key to a successful business! Whether you are in customer service, sales, or management, these strategies can help you handle difficult customers and situations like a pro.

FAQs

What are the three most important skills needed when dealing with difficult clients? ›

Master these tips and you just might turn them into loyal customers!
  • 1) Listen and communicate carefully. When a client comes at you with guns blazing, stay calm. ...
  • 2) Restate their concerns. ...
  • 3) Empathize and apologize. ...
  • 4) Negotiate with respect. ...
  • 5) Follow up. ...
  • In conclusion.
Jul 30, 2019

How do you handle aggressive and difficult clients? ›

Stay calm and keep your emotions in check. Adopt a passive and non-threatening body posture (e.g. hands by your side with empty palms facing forward, body at a 45 degree angle to the aggressor). Let the client air his/her feelings and acknowledge them. Ask open-ended questions to keep a dialogue going.

What are the 6 main types of difficult customers? ›

What are the most common types of difficult customers?
  • Angry customers. No surprises here: plenty of customer service calls are rooted in anger and frustration. ...
  • Entitled customers. You know the ones. ...
  • Indecisive and cautious customers. ...
  • Penny-pinching customers. ...
  • Talkative customers. ...
  • Know-it-all customers.
Apr 1, 2020

What to do if your client disrespects you? ›

5 Strategies for Handling Rude Customers
  1. Stay Calm, Don't React. The first thing to do is to remain calm and not respond in kind. ...
  2. Don't Take It Personally. Why are some customers so rude? ...
  3. Listen and, If Appropriate, Apologize. Rude customers often need to vent their frustration. ...
  4. Stand Firm. ...
  5. Solve the Problem.

How do you handle an unreasonable client? ›

6 Ways To Say No To an Unreasonable Customer Request
  1. Be Positive and Clear.
  2. Do Not Commit Straight Away.
  3. Actively Listen To Your Customers.
  4. Propose Alternate Solutions.
  5. Try To Resolve Their Issue.
  6. Follow-Up.

What are the 4 P's of customer service *? ›

Promptness, Politeness, Professionalism and Personalization: these 4 characteristics are the key ingredients to any successful service interaction, and when you think about it, they are the basics you expect to receive as a consumer.

How do you communicate with difficult clients? ›

8 Steps to dealing with difficult clients
  1. Stay calm, no matter how upset the client gets. ...
  2. Listen and empathize with your client and their concerns. ...
  3. Deliver a prompt reply. ...
  4. Figure out what happened. ...
  5. Offer a solution. ...
  6. Cut your losses. ...
  7. Create a conflict resolution plan. ...
  8. Review and learn.
Nov 22, 2022

How do you handle difficult client like hurting you or screaming you? ›

The 8 Best Ways to Deal with Difficult Clients
  1. Keep your cool... always. ...
  2. Acknowledge their feelings. ...
  3. Wait for the calm. ...
  4. Practice active listening. ...
  5. Find common ground. ...
  6. Establish control with facts. ...
  7. End with a concrete plan. ...
  8. Stop potential problems before they start.

What are the 6 steps of dealing with an angry customer? ›

Six Steps to Having Positive Outcomes with Angry Customers
  • Stay in Control of Your Emotions. The natural tendency when someone is venting at you is to adopt a defensive stance and start acting the same in return. ...
  • Acknowledge and Empathize. ...
  • Really Listen. ...
  • Apologize. ...
  • Solution Time. ...
  • Closeout and Learn.
Sep 15, 2019

How do you deal with arrogant clients? ›

How to Deal with Angry Customers
  1. Remain calm.
  2. Practice active listening.
  3. Repeat back what your customers say.
  4. Thank them for bringing the issue to your attention.
  5. Explain the steps you'll take to solve the problem.
  6. Set a time to follow up with them, if needed.
  7. Be sincere.
  8. Highlight the case's priority.
Dec 15, 2021

What are eight tips in handling difficult customers? ›

Let's take a look at eight must-know strategies for dealing with difficult customers:
  • Set Clear Expectations. ...
  • Have Firm Boundaries. ...
  • Commit To Professionalism. ...
  • Document Everything. ...
  • Own Up To Your Mistakes. ...
  • Don't Take The Blame When It's Not Warranted. ...
  • Escalate The Situation When Necessary.

How do you not take angry customers personally? ›

Stop Taking Complaints Personally
  1. Don't take it personally: Understand that most angry customers are not angry with you personally, but rather the situation in which they currently find themselves.
  2. Let them “vent” Sometimes people just need to be heard. ...
  3. Remain calm. ...
  4. Apologize and empathize. ...
  5. Fix it.
Sep 25, 2017

What is a toxic client? ›

There are several ways in which a client can be “toxic.” Whether they're making unreasonable demands, constantly questioning your expertise or being rude to your team members, clients who are routinely difficult or unpleasant to work with can weigh on the morale of your team members and even interfere with your ability ...

How do you shut down a mean person? ›

4 Ways To Shut Down Rude People With Class
  1. Take a few seconds to assess the situation. Some people are blunt, socially unintelligent, and have the tendency to say dumb things. ...
  2. Respond to the situation, not the person. ...
  3. Laugh it off. ...
  4. Ignore it.
Aug 11, 2021

What are some of the signs of a difficult client? ›

5 Signs of Bad Clients & How To Deal With Them
  • Bad clients request special treatment. You've just landed a new client, and they're already asking for special treatment. ...
  • Bad talk about other service providers. ...
  • You don't see eye to eye on anything. ...
  • Boundaries are never respected. ...
  • The relationship becomes too personal.

How do you set boundaries with difficult clients? ›

Five simple strategies for setting boundaries with clients
  1. Respect and protect your time. ...
  2. Set boundaries with clear working hours. ...
  3. Be very up-front about your needs. ...
  4. Do not allow clients to take advantage of you to suit their schedules. ...
  5. Learn how to say no and let clients know when you're out of office.

What should you not say to clients? ›

12 Things You Should Never Say to Your Customers
  • "That's against our policy." Maybe it is, but customers aren't interested in your policy. ...
  • "Let me try to do that..." ...
  • "I'll get back to you as soon as I can." ...
  • "What you should do is..." ...
  • "Are you sure?" ...
  • "I'm not sure, but I think..." ...
  • "That's not so bad..." ...
  • "Listen to me..."

How do you deal with a client who has unrealistic expectations? ›

If your customer's demands have become unrealistic or impossible, try to remain calm and professional. Get to the root of their problem by listening actively and empathizing with them. Explain your own position clearly.

What are the 4 key needs a customer has? ›

But as a general rule, the four crucial things a customer needs are:
  • A fair price.
  • A good service.
  • A good product.
  • To feel valued.
Aug 31, 2020

What are the four 4 needs of customers? ›

There are four main customer needs that an entrepreneur or small business must consider. These are price, quality, choice and convenience.

How do you build rapport with difficult clients? ›

Set aside time to ask your client what they need for the relationship to succeed and let them know how you work best. Set expectations for communication cadence. Discuss and align about shared objectives. Periodically check in with them to get feedback.

What to say to calm down an angry customer? ›

Here are five phrases to appease, inform and support customers with a temper.
  1. “You're right” One of the most powerful tools for calming angry customers is validation. ...
  2. “I'm sorry” ...
  3. “Thank you…” ...
  4. “I would feel frustrated by that too” ...
  5. “Have I done something to offend you?”

What are the 6 emotional pillars that make customers want to come back? ›

Customer experience can be described using six pillars of customer experience: Personalization, Integrity, Expectations, Resolution, Time and Effort, and Empathy.

What are five ways to diffuse a customer's anger? ›

Angry Customer? 8 Ways to Defuse the Situation
  1. Affirm their feelings first. ...
  2. Send them a voice note. ...
  3. Be their ally. ...
  4. Remain calm and collected. ...
  5. Reflect, validate and empathize. ...
  6. Revisit their expectations. ...
  7. Listen to them and take action. ...
  8. Do whatever it takes to make it right.
Jan 25, 2021

How do you address a disrespectful client? ›

20 suggestions for how to deal with disrespectful customers
  1. Be empathetic. Empathy can be a powerful tool when discussing customers' issues. ...
  2. Listen actively. ...
  3. Separate the issue into smaller issues. ...
  4. Repeat what the customer says back to them. ...
  5. Stay calm. ...
  6. Offer solutions. ...
  7. Act quickly. ...
  8. Offer a sincere apology.
Jan 5, 2021

What is the first thing you should say to upset customer? ›

Acknowledge their distress

The first thing the customer is looking for from you is a recognition that something has happened to upset them. You can acknowledge their feelings without accepting blame by saying something such as, "I can see you're upset, and I'm so sorry."

How do you express anger professionally? ›

How to express your anger at work
  1. Take a time out. When you start to feel the anger welling up inside you, step out of the office for 10min and get some fresh air. ...
  2. Think before you speak. Take a few moments to collect your thoughts before saying anything. ...
  3. Slow down. ...
  4. Seek help.

What are four methods that help resolve customer problems? ›

Resolution handling with the goal of turning dissatisfied customers into glowing evangelists of your service experience comes down to these techniques:
  • Be accessible. ...
  • Use active listening to understand their complaint. ...
  • Acknowledge their frustration. ...
  • Reiterate for clarity and understanding. ...
  • Seek a first-call resolution.
Oct 10, 2022

What are 3 strategies for dealing with customer complaints? ›

Handling Customer Complaints
  • Acknowledge the customer's concerns and thank them. ...
  • Apologise for the impact or the inconvenience caused. ...
  • Ask questions and summarise your understanding. ...
  • Agree and explain the actions you will take as a result of their complaint. ...
  • Ask for feedback on the next steps.

How do you handle a customer who is angry and blaming you for someone else's mistake? ›

When you know that the customer is justified in their anger, the best thing to do would be to agree with them and accept that the mistake was on your side. Win the trust that was lost by saying things like “You're right” or “I am going to fix this for you”. Show them that you are their advocate within the company.

Which words should you avoid with an angry customer? ›

How to Avoid These 9 Phrases That Upset Customers
  • “Calm down!” ...
  • “That's not my responsibility.” ...
  • “I don't know.” ...
  • “Let me put you on hold.” ...
  • “We can't help with that right now.” ...
  • “First, let me get your information.” ...
  • “If you keep shouting, I'll have to terminate this call.” ...
  • “What do you want us to do?”
Jan 3, 2017

What to do if a customer attacks you? ›

Call security or the police if necessary.

If you don't feel safe around the customer or if the situation is disrupting your business and doesn't have an end in sight, call the police or a security service if your business pays for one.

Can you hang up on an angry customer? ›

It's never OK to be rude or hang up on anyone, even though we may feel like it sometimes. Working with difficult customers goes with the territory—it's part of your job. But while it's never okay to be rude or hang up on a customer, there are guidelines and helpful hints that will save the day for you.

What are the 3 important skills required to succeed in a customer support role and why? ›

Empathy, good communication, and problem-solving are core skills in providing excellent customer service.

What are the 3 most important things in customer service? ›

Essentially, the 3 important qualities of customer service center around three “p”s: professionalism, patience, and a “people-first” attitude. Although customer service varies from customer to customer, as long as you're following these guidelines, you're on the right track.

What are the 3 main customer needs? ›

Ultimately, all customer needs can be categorized into three main types: functional, social, and emotional needs.

What are the three 3 important skills that a person needs to master to become a good and effective leader explain and support your explanation with appropriate examples? ›

The 8 key leadership skills you need to know:
  • Relationship building.
  • Agility and adaptability.
  • Innovation and creativity.
  • Employee motivation.
  • Decision-making.
  • Conflict management.
  • Negotiation.
  • Critical Thinking.

What are the 3 A's in customer service? ›

A - Acknowledge that their concerns are valid. A - Align with the customer, agreeing that you would feel the same were you in their shoes. A - Assure the customer that you will be able to solve their problem to their satisfaction.

What are the 4 P's that improve customer service? ›

Promptness, Politeness, Professionalism and Personalization: these 4 characteristics are the key ingredients to any successful service interaction, and when you think about it, they are the basics you expect to receive as a consumer.

What is the best way to handle an angry customer? ›

How to Deal with Angry Customers
  1. Remain calm.
  2. Practice active listening.
  3. Repeat back what your customers say.
  4. Thank them for bringing the issue to your attention.
  5. Explain the steps you'll take to solve the problem.
  6. Set a time to follow up with them, if needed.
  7. Be sincere.
  8. Highlight the case's priority.
Dec 15, 2021

What are the 5 P's of customer service? ›

The 5 areas you need to make decisions about are: PRODUCT, PRICE, PROMOTION, PLACE AND PEOPLE. Although the 5 Ps are somewhat controllable, they are always subject to your internal and external marketing environments. Read on to find out more about each of the Ps.

What are the 5 A's in customer service? ›

The 5 A's: Apologize, Acknowledge, Appreciate, Act, Audit. Apologize to the customer: If the customer is calling and they are upset, the first thing you should do is apologize.

What are the 3 C's of service? ›

The three Cs of customer satisfaction: Consistency, consistency, consistency. It may not seem sexy, but consistency is the secret ingredient to making customers happy. However, it's difficult to get right and requires top-leadership attention.

What are the 4 basic needs of a client? ›

But as a general rule, the four crucial things a customer needs are:
  • A fair price.
  • A good service.
  • A good product.
  • To feel valued.
Aug 31, 2020

What are the 5 core principles of a successful customer? ›

What are the 5 core principles of customer service?
  • Speed.
  • Accuracy.
  • Accountability.
  • Quality.
  • Transparency.
May 24, 2021

What are six common customer needs? ›

SIX BASIC CUSTOMER NEEDS
Friendliness The most basic need of all and is usually associated with being greeted politely and courteously.Greet customer politely and courteously
Fairness All customers want to be treated fairly.Treat all customers equally
4 more rows

How do you talk like a leader? ›

6 Ways To Talk Like a Leader
  1. Understand that leadership language is different. Leadership language serves a specific purpose that is different from the language used in a non-leadership role. ...
  2. Know what you want. ...
  3. Use “but” very carefully. ...
  4. Go easy with the superlatives. ...
  5. Stop the “uptalk” ...
  6. Don't pull back.

Videos

1. Dealing with Difficult Stakeholders - Leadership & Management Training
(ProjectManager)
2. How to start changing an unhealthy work environment | Glenn D. Rolfsen | TEDxOslo
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3. Getting stuck in the negatives (and how to get unstuck) | Alison Ledgerwood | TEDxUCDavis
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4. Dr. Gabor Maté on How to Reframe a Challenging Moment and Feel Empowered | The Tim Ferriss Show
(Tim Ferriss)
5. Two Easily Remembered Questions That Silence Negative Thoughts | Anthony Metivier | TEDxDocklands
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6. Why domestic violence victims don't leave | Leslie Morgan Steiner
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