Working with customers who are upset or angry can be difficult for most of us.  Creating the right mindset around these situations will help you handle the situation effectively with dignity and grace rather than feeling distressed and frazzled yourself.

Remember that the customer is always…the customer. We all know that the customer is not always right. Also that implies that you are wrong which is also not necessarily true. Instead remind yourself that this person is a valued customer, and you need to do what it takes to win them back.

Realize that complaints are a good thing! Only 4% of unhappy customers complain.  The other 96% just never come back. A complaint gives you the opportunity to not only resolve an issue for someone but turn them into a cheerleader for your company as well.

Don’t try to solve the problem before the customer has had a chance to vent.  By the time they get to you they’ve worked up a good head of steam and are itching to ‘Let someone have it!’ So listen first, and then offer solutions.  If you interrupt before your customer is done venting they won’t listen to you anyway.

If you cannot solve the problem yourself, get someone who can. Do this before the customer gets angry all over again.

Keep your perspective. Don’t be tempted to blow your stack. It is not worth it and you won’t ‘win’. Compare this situation to the things that really matter in life. Like they say…don’t sweat the small stuff.

Remember you can’t always control what happens to you. But you can control how you react. You alone are in control of your emotions. No one can make you get mad. Choose to keep you positive attitude intact.

If dealing with tense situations leaves you feeling stressed, keep these bonus tips for relieving stress in mind.

When all else fails…LAUGH! Learn how to laugh at the things that happen to you. Look for the humor in situations.

Be serious about work, but don’t take yourself too seriously.

If you think about it, most upset customer experiences are kinda funny. Think to yourself ‘This will make a great story…when I get over it!’