If you work with customers, every so often someone is going to be displeased.  If they’re irate before they even walk through the door chances are they’ll be geared up for a fight. Sometimes they’ll hurl insults about you and your company leaving you feeling attacked and angry as well.  Working with someone who’s infuriated is one of the most difficult situations you’ll have to deal with in customer service. Do you stand your ground and argue back?  I wouldn’t recommend that strategy for a couple of reasons.  Arguing is weak. I’ve never seen an argument solve a customer issue; you’ll also lose the customer and quite possibly your job.  Instead, here’s what you should do when a customer has a melt-down.

Don’t take it personally – no matter how angry or aggressive the customer becomes.  Keep your cool and be objective.  Don’t make it about you.

Let the customer vent – quietly listening without interrupting to what they have to say will help their rage lose its steam.  Don’t think about what you’ll say when it’s your turn… just listen.

Keep in mind that the customer is entitled to feel the way they do.  That doesn’t mean that you agree with them or that they are right.  Customers are NOT always right but they always BELIEVE they are.

Tell them you are sorry this happened; Once. Take a moment to gather your composure then identify the issues that need to be addressed.

Tell them what you CAN DO FOR THEM, not what your company policies are. Present them with available solutions.  If you need time to work on their concerns – just say so.  Let them know when you’ll get back to them and do it.  Even if you don’t have an answer yet, let them know where you are in the process otherwise, you risk them getting upset again – this time it WILL be about you!

No business is perfect, misunderstandings, blunders and complaints happen. The way you handle yourself when they do is what will make or break your reputation for good customer service.