• What are some best practices for handling difficult or angry customers?

    Posted by jazzteene on March 6, 2023 at 5:36 am
    1. Stay calm
    2. Be an active listener
    3. Personalize the interaction
    4. Acknowledge your customer’s emotions
    5. Use positive language
    6. Restate what they told you
    7. Build trust
    8. Thank them
    9. Move to an appropriate channel
    10. Think critically
    11. Don’t take it personally
    12. Set clear next steps
    13. Stay consistent
    14. Explore solutions
    15. Ask for help
    16. Share knowledge with your team
    17. Hang up (as a last resort)
    Anne replied 4 months, 3 weeks ago 16 Members · 22 Replies
  • 22 Replies
  • sylphieeee

    March 9, 2023 at 12:10 am

    Always keep your cool, don’t let the customer’s anger get in your head. But at the same time, make sure to take note of what they are saying in case that they are providing valuable criticism on your service or product. Never take it personally and see it as a room for the business to grow.

    • jazzteene

      March 9, 2023 at 1:14 am

      Absolutely! When dealing with angry customers, it’s important to stay calm and professional. Don’t let their emotions get the best of you, and remember to actively listen to their concerns. They may be providing valuable feedback that can help improve your service or product. And most importantly, don’t take it personally. Use their criticism as an opportunity to grow and improve your business.

  • ChristianAust

    March 9, 2023 at 12:13 am

    I agree with number 4; you should acknowledge or validate their emotions because you don’t know where that emotion is coming from. Maybe they are not satisfied with their previous company or something.

    • jazzteene

      March 9, 2023 at 1:13 am

      Yepp you should always validate your customers emotion

  • trish

    March 9, 2023 at 1:08 am

    These are great tips! I’d like to add a video that covers some of the points you made in a more in-depth manner. ☺️


    • jazzteene

      March 9, 2023 at 1:13 am

      Thank you for the additional info 🙂

  • kobe

    March 9, 2023 at 1:18 am

    I agree. For me, to handle angry customers, you should remain calm, listen to their concerns, apologize for any inconvenience caused, and try to find a solution to their problem. It’s important to maintain a professional and polite demeanor, even if the customer is being rude or aggressive.

    • jazzteene

      March 9, 2023 at 6:12 am

      I totally agree with you! Handling angry customers can be a challenging experience, but it’s important to remain calm and professional throughout the interaction. Listening to their concerns, apologizing for any inconvenience, and working to find a solution are all great strategies for diffusing the situation and turning a negative experience into a positive one.

  • Ruztien

    March 9, 2023 at 1:20 am

    True, listening carefully to the customer’s concern and showing empathy towards their situation helps to defuse the anger of a customer

    • jazzteene

      March 9, 2023 at 6:13 am

      Absolutely! When it comes to handling angry customers, one of the most important things we can do is to listen carefully to their concerns and show empathy for their situation.

  • majed

    March 9, 2023 at 6:10 am

    Having angry customers is normal, we, for once, were also angry customers. We have to understand and put ourselves in their situation, keep them at bay and give them all the help you can offer because at the end of the day, it’s your help that they need.

    • jazzteene

      March 9, 2023 at 6:14 am

      Totally agree! We’ve all been there – frustrated and angry with a product or service. It’s important to empathize with the customer and provide as much assistance as possible. At the end of the day, it’s our job to help them out and make things right.

  • Reyna

    March 9, 2023 at 6:36 am

    These are the best methods to use that I’ve learned from our DOT workshop:

    G – greet

    U – understand the needs

    E – educate

    S – satisfy or exceed their needs/expectations

    T – thank them

    H – hear them out

    E – empathize

    A – apologize

    R – resolve the problem

    T – thank them

    Always thank the customer after solving the problem!

    • maryfranz_

      March 9, 2023 at 6:54 am

      I agree with this Ms. Yna🙏

  • jaednath

    March 9, 2023 at 6:39 am

    Thanks for the tip, will be useful in the future!

  • James_Vince

    March 9, 2023 at 7:11 am

    Thank you for providing these advice. It is true that staying consistent in dealing with customers is the best way to make things right.

  • Jonathan

    March 9, 2023 at 7:13 am

    Thanks for the tips, Jazzteenee

  • jaednath

    March 9, 2023 at 7:16 am

    Thank you for the information, I love this topic!

  • zeus

    March 9, 2023 at 7:25 am

    Thankyou for the information

  • alex

    March 10, 2023 at 5:41 am

    thank you for this content! May I also add this video link: https://www.youtube.com/watch?v=1QcarekKk9U

  • lancedaniel

    March 13, 2023 at 4:33 pm

    One of the best practice for handling difficult or angry customers is to remain calm and professional in your response is key to maintaining positive relationships and achieving successful outcomes.

  • Anne

    July 12, 2023 at 11:18 am

    Handling difficult or angry individuals requires a blend of empathy, patience, and effective communication skills. First and foremost, it is crucial to remain calm and composed, as reacting impulsively may further escalate the situation. Active listening is key; it demonstrates understanding and validates the other person’s perspective, helping to defuse their anger. By maintaining respectful body language and tone, we can establish a positive atmosphere and build trust. It is important to address concerns promptly and honestly, offering potential solutions and showing a willingness to collaborate. Lastly, practicing self-care and seeking support from colleagues or supervisors can help mitigate the stress that often accompanies such interactions, ensuring a more effective outcome.