Customer Experience News & Trends

3 ways to deal with angry customers

An angry customer will likely call today. Here are three ways to deal with him or her – and create a happy ending for everyone.

These tips come from customer service expert Peggy Morrow:

  1. Lower your voice and slow down. Do it gradually and the upset customer will (unknowingly) start to mirror the calm behavior.
  2. Ignore some things. Upset customers might make personal attacks, but they don’t usually mean them. They’re upset at the situation, not you. Pretend you don’t hear personal attacks.
  3. Remain professional. If you ignore personal attacks and stay calm and focused on solutions, upset customers might even be apologetic in the end.

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