How to Handle Angry Customers

In Brief...

Customers come with all kinds of personalities. But no matter what kind of customer you are dealing with, the key is to treat him or her professionally and with respect. The following provides strategies for handling angry customers.


When an aggressive customer does not achieve what he or she wants through simple aggressive behavior like using a raised voice or making unreasonable demands, his or her behavior might escalate into anger. Angry customers are very difficult to deal with because they are so involved with their angry emotions that it is hard to get through to them.

Strategies for working with angry customers include:

  1. Remain calm and respond politely.
  2. Echo their concerns to show you understand them.
  3. Show empathy by apologizing politely for their situation and what they are feeling.
  4. If they do not calm down, consider telling them you are not able to continue working with them because of the way they are acting and asking them to come back another time.

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Author: Janie Sullivan

Janie Sullivan, MBA, MAEd, has been teaching adult learners for over 20 years. She has taught online over 15 years, specializing in writing, communications, and small business applications. Janie directs the Center for Writing Excellence where she offers writing, editing, and formatting services for writers. She has been published in several newspapers and magazines as well as multiple online sites. She teaches communication, business strategy, leadership, and management courses. Janie has published a book "Develop and Deliver an Online Class." This is the third book she has written about writing and teaching online. She also has published a novel and an anthology of short stories.