How to Deal with Difficult Customers

If you work with the public, sometimes there are some customers that might just get under skin and make you want to lash out at them. You have to keep your cool if you want to keep your job, but how do you cope with it? Here are a few ways that I've learned how to handle those difficult customers without yelling back at them or letting it ruin my day.

First, don't take it personal. Most times the customer is frustrated or complaining about something, but most likely it has nothing to do with you personally. Unless you really did something intentionally wrong, you should not take it to heart. This person is just disgruntled because of something else, so let them vent. After they are done venting, as long as you are quiet and polite, they may actually end up apologizing to you for their behavior.

Offer to help them as best as you can. Tell them that you are sorry that they are upset and that you would like to try to help them if you can. You could even tell them that you understand why they are upset. Keep them calm by showing that you are concerned about their issue and would like to help them.

Keep a normal tone. Do not let your voice get loud or try to talk over the customer. This is when they may get more frustrated and might start taking it out on you personally. You want to keep yourself calm and in control. Nothing gets heard or solved when two people are yelling at the same time.

Do not say anything that might offend the customer. Saying things like "You have a bad temper" or "What is wrong with you?" are only going to make them more furious. You are the employee and you should be showing respect for the place you work for by respecting their customers, even if they are being rude to you.

When you are calm and do not yell back at the customer, you feel much better about yourself in the end. Your boss or manager may even compliment you on how well you handled the situation. I once had a boss compliment me on how well I work with the customers. It made me feel really good that he acknowledged how I manage to keep my cool and treat the customers with respect. I learned that it really does help to get issues solved faster if you remain calm and collected. The customer will probably feel bad after yelling at you if they see that you are trying to help them and that you are not responding in a bad way to them.

If you feel you are really being offended or attacked, then you should call management and let them deal with it. No one deserves to be spoken down to or offended. If you can't handle it, tell them politely that you will not listen to them anymore if they continue to speak to you the way that they are.

I say do not let these customers have power over you. You know the customer probably expects you to get rude back. Most people that yell and express anger in front of you or towards you want you to respond back with anger. Don't give them what they want, so don't get angry! Don't let them ruin your day or change your mood. After the issue is solved, forget about them and move on to the next customer. They will look like the angry, rude customer and you will look like the nice, calm, level headed employee. Which one sounds better?