How to Handle Angry Customers without

Losing Your Cool

1. Don’t Take It Personally (Listen to their story without interrupting and then find a way to
help)

2. Never Argue Back

3 Don’t Raise Your Voice

4 Don’t Say “I Don’t Know”

5 Don’t Make the Customer in hold

6. Kill Them with Kindness (Be sincere, respectful, and understanding. Show sympathy for
their situation and express empathy for their frustration.)

7. Be Patient (Stay in control and try to direct the conversation to a happy resolution, keep in
mind that you have other customers to help.)

8. Know How to Apologize

 “I’m sorry you are unhappy with our service. Let’s work together to turn things around.”
 “I’m sorry you didn’t get support on time. Let me find out what I can do to make it up to
you.”
 “I’m sorry you are so frustrated. I understand your problem, and I will do my best to help
you.”

9. Solve the Problem (Once your angry customer has finally exhausted his or herself, ask
questions to gather facts on the problem)

10. Relieve Your Stress (