{"id":15753,"date":"2019-06-21T12:08:47","date_gmt":"2019-06-21T12:08:47","guid":{"rendered":"https:\/\/www.proprofs.com\/c\/?p=15753"},"modified":"2025-02-24T04:17:58","modified_gmt":"2025-02-24T04:17:58","slug":"handle-difficult-customers","status":"publish","type":"post","link":"https:\/\/www.proprofschat.com\/blog\/handle-difficult-customers\/","title":{"rendered":"How to Handle Difficult Customers"},"content":{"rendered":"\n<p>Generating new business and growing your company is surely a tough task. Winning new business and then providing world-class customer service is surely not without its ups and downs.<\/p>\n\n\n\n<p>You do your best to build out a team\u2014inside sales, outside sales, customer success\u2014to get them to work as an efficient, customer-focused unit. You <strong>train them in <i><strong>how<\/strong> to deal with customers<\/i><\/strong> as part of your employee onboarding program.<\/p>\n\n\n\n<p>While you may build the best, most friendly and customer-centric team around\u2014your team will still wind up <i>dealing with difficult customers!<\/i> It doesn&#8217;t matter\u2014some people are just naturally <i>demanding customers<\/i> and will find any reason to challenge your team on what may seem to be a minor issue.<\/p>\n\n\n\n<p>During such times, remember the customers are ALWAYS right, even when they\u2019re not right!<\/p>\n\n\n\n<p>Your team should be able to have crucial conversations, where they need to pacify a client down, put out a fire or just clarify something. As long as they stay firm, confident and even-keeled, even the most challenging clients can be mollified.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-css-opacity\"\/>\n\n\n\n<p><strong> Related Read: <a href=\"https:\/\/www.proprofschat.com\/blog\/customer-service-reps-qualities\/\">Customer Service Skills that Every Employee Needs<\/a><\/strong><\/p>\n\n\n\n<hr class=\"wp-block-separator has-css-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"How_to_Deal_With_an_Angry_Customer\"><\/span><b>How to Deal With an Angry Customer?<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p><span style=\"font-weight: 400;\">Angry customers can be quite a challenge, especially when you have others on hold. Dealing with an angry customer can result in:<\/span><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><span style=\"font-weight: 400;\">Frustrated operators<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">Operator burnout<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">Reduced operator productivity<\/span><\/li>\n<\/ul>\n\n\n\n<p><span style=\"font-weight: 400;\">Dealing with a frustrated customer impacts the work cycle of your support operators. And, this further impacts the improvement process of your products and support services. So, before we reach that stage, it is important to learn how to deal with angry customers in the first place.<\/span><b><\/b><\/p>\n\n\n\n<p><strong>Quick Navigation<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"#theirshoes\">Put Yourself in Their Shoes<\/a><\/li>\n\n\n\n<li><a href=\"#activelistening\">Active Listening<\/a><\/li>\n\n\n\n<li><a href=\"#theblame\">Take The Blame<\/a><\/li>\n\n\n\n<li><a href=\"#honesty\">Honesty Is The Best Policy<\/a><\/li>\n\n\n\n<li><a href=\"#staycool\">Stay Cool<\/a><\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"theirshoes\"><strong>#1. Put Yourself in Their Shoes<\/strong><\/h3>\n\n\n\n<p>You\u2019ve got no idea what pressure your clients are under. Are they difficult because they are a difficult person? Or maybe they got their own demanding customer, or some bad family news, or a financial issue. These things can all boil over into their attitude towards you. You need to be able to relate to and understand their point of view.<\/p>\n\n\n\n<p>It\u2019s called <strong><a href=\"https:\/\/www.proprofschat.com\/blog\/empathy-in-customer-service\/\">empathy<\/a> and it\u2019s the most important aspect of customer service<\/strong>. Like in sales, you need to put yourself on the same side of the table as them. It\u2019s not supposed to be an adversarial interaction. If you are empathetic and understanding, it makes <i>working with difficult clients<\/i> easier.<\/p>\n\n\n\n<p>Regardless of why the customer is upset, <strong>it\u2019s critical that you put yourself in their shoes and try to understand their viewpoint<\/strong>. It will help you understand WHY they are upset. When you do this, you are in a much better position to empathize with them.<\/p>\n\n\n\n<p>It also puts you in a better position to problem solve with the customer once you are able to see things their way.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>Empathy helps to build trust, and when a client becomes more trusting they are less likely to be difficult.<\/p>\n<\/blockquote>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"activelistening\"><b>#2. Active Listening<\/b><\/h3>\n\n\n\n<p>Active listening entails <strong>fully concentrating on what is being said rather than just passively \u201chearing\u201d<\/strong> what a customer is saying to you.<\/p>\n\n\n\n<p>This helps you to understand the complete message of what the customer is trying to say. There is the temptation to tune the customer out, especially when they are upset and are nagging you. Engaging in active listening can quickly turn a difficult conversation around. In order to do that:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><b>Pay Attention \u2013 <\/b>Don\u2019t let external distractions or wayward thoughts get you off track<\/li>\n\n\n\n<li><strong>Confirm That You\u2019re Listening<\/strong> \u2013 Verbal acknowledgments let them know they\u2019re being heard<\/li>\n\n\n\n<li><strong>Don\u2019t Interrupt<\/strong> \u2013 It\u2019s rude. Hear them out and wait for a pause in the conversation.<\/li>\n\n\n\n<li><strong>Summarize And Ask Questions<\/strong> \u2013 Offers the opportunity to confirm and clarify your customer&#8217;s message<\/li>\n\n\n\n<li><strong>Respond With Positive Feedback<\/strong> \u2013 Highlight the good, avoid the bad<\/li>\n<\/ul>\n\n\n\n<p>You don\u2019t even need to be on the phone or in front of a customer to actively listen. Using a tool such as <strong>live chat software<\/strong> that makes it easy to confirm your involvement, paraphrase the client&#8217;s concerns and quickly respond with a list of positive feedback.<\/p>\n\n\n\n<p>See the below video to&nbsp;learn how you can delight your customers using ProProfs Chat:<br><iframe loading=\"lazy\" src=\"https:\/\/www.youtube.com\/embed\/NVIjlCvOwuc\" width=\"800\" height=\"400\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/p>\n\n\n\n<div class=\"banner-btn btn-desk\" style=\"text-align: justify;\"><a class=\"try-btn\" title=\"Try Live Chat Software\" href=\"https:\/\/www.proprofschat.com\/\">Try Live Chat Software<\/a><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"theblame\"><b>#3. Take The Blame<\/b><\/h3>\n\n\n\n<p>Mistakes do happen. Even the most efficient business processes can hit a bump in the road and result in an error. Even the most well-trained, customer-focused teams have screwed up before. Own up to your faults\u2014if they really are yours!<\/p>\n\n\n\n<p>It&#8217;s not so much taking the blame for your team as it is about taking responsibility. Taking the blame acknowledges the mistake, <strong>taking responsibility means doing something about it<\/strong>.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>Responsibility leads to accountability, which promotes an environment of clear and balanced communication with clients and customers.<\/p>\n<\/blockquote>\n\n\n\n<p>And when customers are being difficult, taking ownership of mistakes can go a long way with people who\u2014when you really dig down into it\u2014really are just looking to be understood.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"honesty\"><b>#4. Honesty Is The Best Policy<\/b><\/h3>\n\n\n\n<p>Nobody ever held onto a long-term client by being dishonest.<\/p>\n\n\n\n<p>Demanding customers have been known to ask many questions about a product\u2019s capabilities or a service\u2019s results. To make the conversation easier, you may be tempted to say you can do something that you really aren&#8217;t capable of.<\/p>\n\n\n\n<p>It results in Customer Disservice<\/p>\n\n\n\n<p>Stretching the truth just to appease a client is not <i>how you deal with an unhappy customer<\/i>. For instance, there is a feature your customer wants in the product. But to actually bring it on the floor, your product developers may take months. In times like these, many would recommend you to never say no to a customer.<\/p>\n\n\n\n<p>However, <span style=\"font-weight: 400;\">in the case<\/span> of requests that are beyond your capabilities, it is better you keep them informed. You may be able to fulfill the request, but it&#8217;s a stretch for you and those working on it if you try to be the \u2018yes man\u2019 here. It would surely be a challenge and potentially result in subpar work quality for your client.<\/p>\n\n\n\n<p><i>Even if they are angry, people will still respect honesty.<\/i><\/p>\n\n\n\n<p>If you can&#8217;t do something, be upfront about it. There\u2019s a tendency in the marketplace for people to say they can do something just to get the business and then figure it out on the fly. Unless you are completely upfront with the client about this, don\u2019t pretend you are something you\u2019re not. It will eventually come back to bite you and it\u2019s a sure way to lose a client.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-css-opacity\"\/>\n\n\n\n<p><strong>Related Read:&nbsp;<a href=\"https:\/\/www.proprofschat.com\/blog\/live-chat-etiquette\/\">Live Chat Etiquette Tips for Being Polite on Live Chat<\/a><\/strong><\/p>\n\n\n\n<hr class=\"wp-block-separator has-css-opacity\"\/>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"staycool\"><b>#5. Stay Cool<\/b><\/h3>\n\n\n\n<p>Conflict is bound to happen; it\u2019s part of the business. Remaining calm is the best thing to do when the situation gets escalated. Easier said than done, but necessary.<\/p>\n\n\n\n<p>Lashing back out in anger is not <i>how to deal with angry customers, <\/i>and it\u2019s a sure way to make things worse.<\/p>\n\n\n\n<p>An unkind word, name-calling or a nasty email will not only cost you a client\u2014but possibly your job. It\u2019s not worth it. Stay cool under fire, and never say or write anything that can be used against you.<\/p>\n\n\n\n<p>And if someone is verbally abusing you, you do not have to take it. You can nicely\u2014but firmly\u2014let them know that you have been instructed to get off the phone if the conflict rises to the level of verbal abuse. If you\u2019ve given repeated warnings and they don\u2019t stop, then let them know you are getting off the phone and hanging up and will have a manager reach back out to them.<\/p>\n\n\n\n<p>Beverly Flaxington, author of \u201c<a href=\"https:\/\/the-collaborative.com\/dealing-with-difficult-people\/\" target=\"_blank\" rel=\"noopener\">Understanding Other People<\/a>\u201d says, \u201c<i>Just because someone is acting in a difficult manner (yelling or cursing!), you don\u2019t have to put up with it. Just say to yourself\u2014\u2019This is about their inability to control themselves, not about me.\u2019\u201d<\/i><\/p>\n\n\n\n<p>You are neither a doormat nor a punching bag. <strong>Remain professional at all times<\/strong>, pause when agitated and take a few deep breaths before you do or say anything else. And kill them with kindness!<\/p>\n\n\n\n<p>Even though clients and potential customers can be difficult and overly demanding, they are still the people who put food on your table. Your emotional intelligence\u2014the ability to identify and manage one\u2019s own emotions, as well as the emotions of others\u2014is what will help you successfully navigate the potential situation of dealing with difficult customers.<\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">That\u2019s what your operators can do to handle difficult customers. But how do you train them in the first place?<\/span><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"How_to_Train_Your_Support_Teams_to_Deal_With_an_Upset_Customer\"><\/span><b>How to Train Your Support Teams to Deal With an Upset Customer?<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p><span style=\"font-weight: 400;\">There are certain things that your operators need to learn before dealing with frustrated customers. Let\u2019s take a cursory look at them below.<\/span><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><b>Never Take Comments Personally<\/b><span style=\"font-weight: 400;\"><br><\/span><span style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Your customers are angry. However, it is not necessary that they are angry with the operator in the first place. Something about the product or service your brand provides, has disappointed them. And now, you are the operator becomes the vent for them. In such a situation, don\u2019t take any of their comments personally.<\/span><\/span><\/li>\n\n\n\n<li><b>Learn Empathy<\/b><span style=\"font-weight: 400;\"><br><\/span><span style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">When your customer is at their lowest, learn to show empathy. So, never let the customer get an impression that they are overreacting in the first place.<\/span><\/span><\/li>\n\n\n\n<li><b>Keep Your Facts Clear<\/b><span style=\"font-weight: 400;\"><br><\/span><span style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Provide adequate reasoning to your customers, and make sure that you have facts to support it in the first place. Also, make sure that you\u2019ve heard the customer correctly before keeping your case forward.<\/span><\/span><\/li>\n\n\n\n<li><b>Never Forget to Add a Personal Touch<\/b><span style=\"font-weight: 400;\"><br><\/span><span style=\"font-weight: 400;\">No matter what medium your customer uses to reach out for help, one thing they expect in times of distress is to receive a personal touch during support. Operators should ensure that as the customer starts the conversation, they have all their previous chats or phone call transcripts ready, along with their history with the brand.<\/span><span style=\"font-weight: 400;\"><br><\/span><span style=\"font-weight: 400;\"><br><\/span><span style=\"font-weight: 400;\">With the right information in hand, the operator will be able to develop a personal experience for the customer. This will give an impression that the brand remembers each and every customer they\u2019ve had, therefore making them feel special.<\/span><span style=\"font-weight: 400;\"><br><\/span><\/li>\n<\/ul>\n\n\n\n<p><strong>Other than these, the operators should also:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><span style=\"font-weight: 400;\">Try giving solutions on time<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">Give customers the space to vent their anger out<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">Let the management know what suggestions the customer gave to improve services better<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">Patience is the key to building a good relationship with the customer<\/span><\/li>\n<\/ul>\n\n\n\n<p><span style=\"font-weight: 400;\">Now, that we know how operators need to deal with difficult customers, let\u2019s see how some of the brands have done it so far.<\/span><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"How_to_Deal_With_Difficult_Customers_EXAMPLES\"><\/span><b>How to Deal With Difficult Customers? [EXAMPLES]<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p><span style=\"font-weight: 400;\">In this section, we aim to explore how some brands have tackled or handled a disgruntled customer in the past along with use cases.<\/span><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><b><b>Preparation in Advance<\/b><\/b><strong><i>Problem:<\/i><\/strong><span style=\"font-weight: 400;\"><span style=\"font-weight: 400;\"> Reaching out to customers without knowing them or their pain points can backfire. But checkout how Zaius turned the tables for their company.<\/span><\/span><strong><i>Solution:<\/i><\/strong><span style=\"font-weight: 400;\"><span style=\"font-weight: 400;\"> With customer-first slogan, Zaius makes sure that their support team always dives into the customer\u2019s profile before. The operators always prepare in advance so they know the customer inside-out.<\/span><\/span>Katherine Yasi, the Director of the Customer Support and Onboarding team says that it is important to look into any tickets open, or negative reviews submitted through an <a href=\"https:\/\/qualaroo.com\/blog\/best-nps-software\/\">NPS survey software<\/a> including the notes that were taken while the customer got in touch with the brand. Looking into these sources help operators get a context on customers before a call and what response are they likely to submit.<\/li>\n\n\n\n<li><a href=\"https:\/\/zapier.com\/blog\/how-to-deal-with-difficult-customers\/\" target=\"_blank\" rel=\"noopener\"><b>Always Provide Solution With You &amp; Me Approach<\/b><span style=\"font-weight: 400;\"><br><\/span><\/a><strong><i>Problem:<\/i><\/strong><span style=\"font-weight: 400;\"> Customers always bring in a challenge that may give you the impression of impossible. However, Denise Hamilton, CEO at WatchHerWork, used the you and me against the problem approach to keep customers delighted with their services.<br><br><\/span><strong><i>Solution:<\/i><\/strong><span style=\"font-weight: 400;\"> The company worked towards not being passive aggressive. Instead the operators worked towards bringing in a positive touch to the conversation. They also focused on ways that will help the customers get a fix to their problems. Plus, the company made sure that they stay away from any language that could put the customer into the defensive mode.<br><br>Empathy plays an important role to not turn the customer against the brand, but against the issue.<\/span><\/li>\n\n\n\n<li><a href=\"https:\/\/www.inc.com\/young-entrepreneur-council\/17-ways-to-deal-with-unhappy-customers.html\" target=\"_blank\" rel=\"noopener\"><b>Learn to Find Median Between Needs<\/b><span style=\"font-weight: 400;\"><br><\/span><\/a><span style=\"font-weight: 400;\"><em><strong>Problem:<\/strong> <\/em>Companies tend to face troubles when they fail to find a median between the customer\u2019s requirement and what\u2019s possible within their band-width. Except, ConversionCore found a solution for it &#8211; standing in customer\u2019s shoes (literally).<br><br><em><strong>Solution:<\/strong> <\/em>Benji Rabhan at ConversionCore discusses the importance of finding a median between what the brand wants and what customers seek. Sometimes it may look like a compromise. However, it is more like a sacrifice. And, this sacrifice helps a brand to go a long way with the customers. Plus, the customer feels like coming back to the same brand every time.<\/span><\/li>\n<\/ul>\n\n\n\n<p><span style=\"font-weight: 400;\">Now that we are clear with how to deal with disgruntled customers, it is time to see how they can do it via different mediums too.<\/span><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"How_to_Deal_With_Irate_Customers_Through_Live_Chat\"><\/span><b>How to Deal With Irate Customers Through Live Chat?<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p><span style=\"font-weight: 400;\">There are certain features of a live chat software that can help you deal with an unhappy customer. Let\u2019s take a look at them below.<\/span><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><span style=\"font-weight: 400;\"><strong><a href=\"https:\/\/www.proprofschat.com\/chat-greeting\/\">Chat Greetings<\/a>:<\/strong> Reach out to your customers before they do. That\u2019s one thing they expect from a brand too &#8211; proactive support. With the help of chat greetings, your operators can be proactive and provide a personalized support experience effectively.<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\"><strong><a href=\"https:\/\/www.proprofschat.com\/real-time-visitor-tracking\/\">Monitor in Real-Time<\/a>:<\/strong> Allow your operators to monitor visitor behavior so they know the visitor better before reaching out to them.<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\"><strong><a href=\"https:\/\/www.proprofschat.com\/chat-routing\/\">Chat Routing<\/a>:<\/strong> Route visitors to the right department and help them get a resolution to the problem faster. <\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\"><strong><a href=\"https:\/\/www.proprofschat.com\/canned-responses\/\">Canned Messages<\/a>:<\/strong> Use predefined messages to help operators provide quality answers for frequently asked questions.<\/span><\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"How_to_Deal_With_Irate_Customers_on_the_Phone\"><\/span><b>How to Deal With Irate Customers on the Phone?<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p><span style=\"font-weight: 400;\">Here\u2019s what support agents can do while talking to their irate customers on the phone.<\/span><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><span style=\"font-weight: 400;\">Be the solution finder<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">Always take a few minutes to understand customer\u2019s pain points<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">Be the empathizer your customer wants when in a problem<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">Learn to be apologetic (customer is always right)<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">Always opt for the Zen mode<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">Learn to be polite even when the customer is at the edge<\/span><\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"How_to_Deal_With_Irate_Customers_on_the_Email\"><\/span><b>How to Deal With Irate Customers on the Email?<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p><span style=\"font-weight: 400;\">Email conversations turn out to be a little confusing for customers, especially if they are not ready to hear out what the company has to say. This probably happens because they were disappointed with the services of the company. So, let\u2019s see how to deal with irate customers on the email below.<\/span><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><span style=\"font-weight: 400;\">Always and always restate the problem<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">Make sure that you ask for further clarification so the customer knows they have someone to share the problem with<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">Work towards creating a personalized support for the customers<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">Let them know that you will be working on a resolution and when will it be provided<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">Positive and polite approach is the way to keep your customers delighted with your services<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">Let them know the good news is on the way and that the resolution has been implemented<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">Avoid using a rude tone with the customers, this may end up making them even more frustrated<\/span><\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"How_to_Deal_With_Irate_Customers_on_Social_Media\"><\/span><b>How to Deal With Irate Customers on Social Media?<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p><span style=\"font-weight: 400;\">Besides live chat, email support and phone calls, another channel that customers prefer to reach out to a brand is social media. Let\u2019s see what needs to be done when dealing with irate customers on social media.<\/span><span style=\"font-weight: 400;\"><br><\/span><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><span style=\"font-weight: 400;\">Act upon the problem fast, but make sure that you reach out to others before providing a solution to the customer<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">In case you come across a concern that needs to be dealt with the customer directly, take that problem offline<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">Learn to take accountability and let them know that the solution will be provided soon<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">Give complete validation to the angry customer\u2019s problem so they know that their problem has reached the concerned department for resolution<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">Don\u2019t try to get into online arguments, this may make the customer frustrated<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">Always ask a colleague to read your response so that the customer never gets to face the brunt of your frustration<\/span><\/li>\n<\/ul>\n\n\n\n<p><span style=\"font-weight: 400;\">We\u2019ve covered most of the channels for you to deal with an unhappy customer and build a delightful experience. While we hope to have answered all the questions that would have popped up in your mind while reading this article, we have also covered some other questions in this section below.<\/span><\/p>\n\n\n\n<hr class=\"wp-block-separator has-css-opacity\"\/>\n\n\n\n<p><b>Frequently asked questions about handling difficult customers<\/b><\/p>\n\n\n\n<p><strong><i>Q. How do you not take things personally in customer service?<\/i><\/strong><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Well, it can be testing. However, being a professional you need to see the situation objectively. You need to be calm and composed. Plus, always remember that the customer holds no personal grudge against you, their anger and frustration is directed to the brand.<\/span><\/p>\n\n\n\n<p><strong><i>Q. How do you deal with customers always right?<\/i><\/strong><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Technically, the customer does not know what they want. It\u2019s up to you how to pitch in an idea that gives the customer the impression that it\u2019s their idea and not yours.<\/span><\/p>\n\n\n\n<p><strong><i>Q. What to say when a customer is yelling at you?<\/i><\/strong><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">There is nothing to say but listen to them patiently. Once you know that they have said their side of the story, you can move towards providing a solution that helps them faster.<\/span><\/p>\n\n\n\n<p><i><span style=\"font-weight: 400;\">How do you turn angry customers into friends?<\/span><\/i><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Well, the article talks about how you can deal with an upset customer and convert their experience into a delightful journey. The mentioned suggestions will help you convert these customers into friends and brand loyals.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Generating new business and growing your company is surely a tough task. Winning new business and then providing world-class customer service is surely not without its ups and downs. You do your best to build out a team\u2014inside sales, outside sales, customer success\u2014to get them to work as an efficient, customer-focused unit. You train them&#8230;<\/p>\n","protected":false},"author":11,"featured_media":34583,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[223],"tags":[],"class_list":["post-15753","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-support"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>How to Handle Difficult Customers, with Ease!<\/title>\n<meta name=\"description\" content=\"Are operators finding it tough to deal with difficult customers? Don\u2019t worry we\u2019re here to help. 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