How to Deal with Angry Customers Face to Face? “The service you promised doesn’t work! I want my money back, and I want it right now! And I’m telling everybody I know how you all really conduct your business!” “The information you sent me is wrong! Can’t you guys just listen or read? What’s going on in your head? What’s the matter with you people?” “Customers should be treated like kings! If it weren’t for us, you would run out of business! Oh, wait! Let me post this on social media!” Sounds familiar? Angry, unhappy, and rude customers can drain you emotionally and sap the energy out of you. It takes just one angry customer to ruin your whole day. There are two kinds of customers—the kind ones, and the difficult ones. By difficult, we mean rude and downright angry. Customers get angry for a variety of reasons. Some reasons are justified, whereas some not. But if you run a business, then you are likely to encounter rude or angry individuals at some point or other, especially if you are into the service industry. How you deal with such an angry customer can make the difference between a satisfied customer and one who vows never to conduct business with you again. Here are some tips for dealing with difficult customers and diffusing a tense situation: 1. Remain calm When a customer starts yelling or being rude, it helps to be calm. There is nothing to be gained by responding in kind. In fact, that will worsen the situation and make it difficult to handle the angry customer. It is important to restrain yourself and remain calm in such situations.
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