Steps to handle angry customers

Written By Gary Spirer Published March 26th, 2010

We all deal with angry customers, and if you’re running a business, you’re probably very concerned with how to treat your customers. Let’s discuss a common mistake employees make when dealing with the angry customer. By helping your team to avoid this mistake, you can save yourself a lot of stress and time.

Step 1 Determine the real problem

When a customer is angry, and moreover, wrong, it makes it hard to treat them with the attitude and respect they deserve. Angry and difficult customers are a major cause of workplace stress, and they can cause disarray amongst your employees. You and your team probably assume that the angry customer wants his or her “issue” fixed. In part that is true – they are contacting or approaching your for a solution. However, there is probably something deeper. Other than just wanting the problem fixed they want to feel like you are really hearing them and really listening to them. It’s more of an emotional response than anything else.

Step 2 Listen to your customers

Your employees need to acknowledge the problem and the angry customer in addition to actually fixing the problem. It is important for your employee to stay calm and tell the customer first that they recognize there is a problem and that they intend to fix it. Then the customer can be calm.

Step 3 Make concessions with your customers

Sometimes overwhelmed or overly emotional customers will not hear the questions you are asking and then you have to repeat yourself and that just makes everyone upset. So acknowledge the customer, calm him or her down, and work right away to solving the problem.

It’s that simple. Remember, your customers are your business. Treat them well and they will do wonders for you in return for good service. Please visit for more great business advice.


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