Let’s be honest, any kind of interaction with another human being has its complexities, but some interactions are more complex than others, like in Customer Service.

We’ve identified 3 types of customers that are particularly challenging:

The Impatient One: they’re in a hurry and they let you know it.

What should you do?

• Handle them firmly.
• Don’t get intimidated or lose your cool.
• Tell them you understand and that you’ll try to help them as quickly as possible.

The Angry One: They’re aggressive whether you help them or not.

What should you do?

• Never lose your cool. Remember, the customer might be going through a tough time.
• Be transparent and honest about the solution they’re asking for.
• Never, ever hang up on them or let your emotions take over.

The Distracted One: Their lack of attention can be frustrating.

What should you do?

• Arm yourself with patience.
• Constantly check to make sure they understand what you’re saying.
• Speak in simple language and kindly suggest they take notes.

Keep these 6 things in mind when dealing with difficult customers:

Stay calm: try to de-escalate the situation.
It’s not personal: they’re not mad at you.
Sympathize: let them know you understand.
Be understanding: try to see the discomfort they’re going through.
Apologize for any inconvenience if you feel it’s necessary.
Resolve it: aim for effective communication and let them know the solution.