Some tips to handle difficult or angry customers.....

It's never easy to handle difficult or angry customers. I've seen all to many of those situations crashing. However, I know that most of the best people who handle these things well are those with calm disposition. I have seen one of my guidance counselors at work, they could just get into these people with their calm voice and soft demeanor. They're not push overs but they don't cause tension with the customer. I think they're borne that way or are just really experienced. One thing I know is the fact that you cannot play fire with fire. Once a person is already angry, you should not raise your voice. As they say, fire can never stop fire, but the cool wind will. Have a great MyLOt experience ahead!

Indeed a good discussion. Yes it is difficult to handle the angry customer. The approach which I follow is first find the cause of anger. Then politely and confidently convince the customer that the problem will get solved. Then check if the problem if because of them or because of us. Then once customer cams down then we should try to solve his problems. I also think fire to fire does not find solution. A person who is in direct communication with customers should have a quality of behaving based on situation. And same solution is never applicable in all the situations, one has to be smart to use a correct solution for correct situation.

These are good and useful tips. After all, sometimes you will meet some unreasonable customers but you have to believe that the customers are always right and the customers are the God. I love China

thank you for these tips. i think your tips do not only apply to customer relations, they do apply to other situations. it seems that you know your job and you know how to handle difficult situations with the customers. some customers are stubborn and wanted to have their ways done. they just need more explanation and clarification. how to do that, you just laid down here in the discussion.

Angry customers can be tough to deal with. I have come to learn that most of them want to be heard and understood. I have learned that handling them calmly and telling them "Let me help you with that" usually calms them. Letting them know that they are important can make the situation better too. Most people just get madder if they feel as though they are being blown off. I think you have a great point about the clear communication too. Now there are some people that can not be pleased. These people are usually not wanting to be pleased. They want you to be as upset as they are. This is the time when you have to let them know you hate they feel the way they do and ask them...what, with in reason, would you seen done? This usually can put them on the spot enough to calm down a bit. It is putting the ball in their court instead of requiring you to fix it totally. Now, of course, we may not be able to accommodate their request, but it gives them a chance to say what they want done and you might learn something about how to handle these issues in the future or prevent them.

And, to add, one must remain calm and show the customer that you're willing to listen to them. They may just need to vent out their anger or dissatisfaction on something. Never tell them to calm down, because they will just get more cranky. When you listen to them, and let them vent, they'll just calm down on their own. They'll surely lose energy after being so hysterical for some time. Then, when they've shut up, its your time to talk.

It is indeed difficult to handle angry customers. It sometimes get to you but you still need to be professional.