Q&A for How to Handle Angry Customers

Return to Full Article

Coming soon

Add New Question

Question

How do I put the customer at ease?

Community Answer

Listen carefully to what the customer has to say and legitimize his frustration by apologizing (even if it's not your fault) and sympathizing with him. Then, promise to do what you can to solve the problem -- and do it!

Thanks! We're glad this was helpful.
Thank you for your feedback.
If wikiHow has helped you, please consider a small contribution to support us in helping more readers like you. We’re committed to providing the world with free how-to resources, and even $1 helps us in our mission. Support wikiHow
Yes No

Not Helpful 17 Helpful 51
Question

What can I do if the customer declines the apology and instead becomes even more angry?

Community Answer

Allow the customer to vent, empathize, and then let the customer know that you are there to help resolve the issue. You want to get to a solution that will take customers seriously and reposition the product/service in a way that makes sense to them and satisfies their concerns.

Thanks! We're glad this was helpful.
Thank you for your feedback.
If wikiHow has helped you, please consider a small contribution to support us in helping more readers like you. We’re committed to providing the world with free how-to resources, and even $1 helps us in our mission. Support wikiHow
Yes No

Not Helpful 8 Helpful 27
Question

How do I handle it when the customer gets angry?

Community Answer

Take a few deep breaths and try to calm yourself. Don't fight fire with fire.

Thanks! We're glad this was helpful.
Thank you for your feedback.
If wikiHow has helped you, please consider a small contribution to support us in helping more readers like you. We’re committed to providing the world with free how-to resources, and even $1 helps us in our mission. Support wikiHow
Yes No

Not Helpful 8 Helpful 35
Question

How do I handle a nasty cashier when I'm the customer?

Community Answer

Don't say something that makes the cashier angrier. You don't know what they are going through that day, so you've got to think about them too! Just be kind and have a nice conversation.

Thanks! We're glad this was helpful.
Thank you for your feedback.
If wikiHow has helped you, please consider a small contribution to support us in helping more readers like you. We’re committed to providing the world with free how-to resources, and even $1 helps us in our mission. Support wikiHow
Yes No

Not Helpful 21 Helpful 49
Question

What do I do if a customer asks for discount when the offer time is over?

Community Answer

Apologize, say that you aren't authorized to give discounts outside the sale period, and offer to get your manager.

Thanks! We're glad this was helpful.
Thank you for your feedback.
If wikiHow has helped you, please consider a small contribution to support us in helping more readers like you. We’re committed to providing the world with free how-to resources, and even $1 helps us in our mission. Support wikiHow
Yes No

Not Helpful 1 Helpful 10
Question

If a customer calls complaining about a defective product, and my supervisor told me I can't get refunds, how do I resolve this issue?

Community Answer

Check the period of warranty for the product, and check the store's official refund policy. Consult the supervisor on what to do in this specific situation. Be polite and courteous to the customer at all times, and make sure you get the customer's contact information if you need to get back to them after consulting management.

Thanks! We're glad this was helpful.
Thank you for your feedback.
If wikiHow has helped you, please consider a small contribution to support us in helping more readers like you. We’re committed to providing the world with free how-to resources, and even $1 helps us in our mission. Support wikiHow
Yes No

Not Helpful 2 Helpful 9
Question

How should I assist a customer who wants an exchange or replacement of a product?

Community Answer

See if the product is still under its replacement period, and consult your store's policy on exchanges. If you're still in doubt, speak with your manager for guidance.

Thanks! We're glad this was helpful.
Thank you for your feedback.
If wikiHow has helped you, please consider a small contribution to support us in helping more readers like you. We’re committed to providing the world with free how-to resources, and even $1 helps us in our mission. Support wikiHow
Yes No

Not Helpful 12 Helpful 19
Question

What can I do to make a customer happy if they want something that it is not in my power to grant them?

Community Answer

"I understand you're upset, unfortunately I cannot make that decision, but I will gladly let you speak with my supervisor."

Thanks! We're glad this was helpful.
Thank you for your feedback.
If wikiHow has helped you, please consider a small contribution to support us in helping more readers like you. We’re committed to providing the world with free how-to resources, and even $1 helps us in our mission. Support wikiHow
Yes No

Not Helpful 13 Helpful 16
Question

What do you do if the customer thinks I am swearing at him?

Community Answer

Tell him to have a nice day, smile and do your best to be apologetic. When the customer is gone, and you are safe in the breakroom, let off that steam and say whatever you like.

Thanks! We're glad this was helpful.
Thank you for your feedback.
If wikiHow has helped you, please consider a small contribution to support us in helping more readers like you. We’re committed to providing the world with free how-to resources, and even $1 helps us in our mission. Support wikiHow
Yes No

Not Helpful 21 Helpful 13
Question

Why can't I yell back at the angry customer?

Community Answer

It will fuel the customer's anger and they may end up taking their business elsewhere. They might even spread the word about their experience to friends, family, business partners, etc. and that will hurt your business financially and damage your reputation. You could even end up with a lawsuit on your hands in more extreme situations.

Thanks! We're glad this was helpful.
Thank you for your feedback.
If wikiHow has helped you, please consider a small contribution to support us in helping more readers like you. We’re committed to providing the world with free how-to resources, and even $1 helps us in our mission. Support wikiHow
Yes No

Not Helpful 1 Helpful 6
Question

How do I handle an angry customer?

Community Answer

Follow the instructions listed in the article above.

Thanks! We're glad this was helpful.
Thank you for your feedback.
If wikiHow has helped you, please consider a small contribution to support us in helping more readers like you. We’re committed to providing the world with free how-to resources, and even $1 helps us in our mission. Support wikiHow
Yes No

Not Helpful 3 Helpful 2
Question

How do I handle an irritated customer who has been waiting for an appointment with one of the staff members?

Community Answer

Apologize for the delay and offer them a beverage if possible. See if you can get an ETA on when the staff member might be available to see them, then ask them if they'd like to continue waiting or reschedule their meeting.

Thanks! We're glad this was helpful.
Thank you for your feedback.
If wikiHow has helped you, please consider a small contribution to support us in helping more readers like you. We’re committed to providing the world with free how-to resources, and even $1 helps us in our mission. Support wikiHow
Yes No

Not Helpful 0 Helpful 0
Question

What should I say to a customer if their order was damaged by our courier service?

Community Answer

It seems you now have two problems of different origin: 1. a customer with a broken product; and 2. a problem with the shipping agent. First fix the problem for your customer; e.g. by replacing or repairing the item, using the tools above. Your customer, rightly so, doesn't care who broke the item you sent. Do not blame the courier, as blaming someone else makes a customer distrust your willingness to take charge of the situation. Then, contact the courier, file a complaint and and trace back and fix the problem [process, circumstances, actions etc. so that a repeat is less likely]. Do a follow-up to the customer and check if the new item has arrived or the promised fix has worked to their satisfaction. Do a follow-up with the courier to reinforce the 'fixed process'.

Thanks! We're glad this was helpful.
Thank you for your feedback.
If wikiHow has helped you, please consider a small contribution to support us in helping more readers like you. We’re committed to providing the world with free how-to resources, and even $1 helps us in our mission. Support wikiHow
Yes No

Not Helpful 0 Helpful 0
Question

When is it okay to threaten to have the customer escorted out of the building you're working at, like a restaurant or store, because of their behavior? Is it when they're about to start a scene?

Community Answer

If you feel unsafe/threatened by the customer or their actions and genuinely think that you or others may be in danger, that's the time they'd be escorted out of the building. Be sure to let a manager know about the incident and call store security.

Thanks! We're glad this was helpful.
Thank you for your feedback.
If wikiHow has helped you, please consider a small contribution to support us in helping more readers like you. We’re committed to providing the world with free how-to resources, and even $1 helps us in our mission. Support wikiHow
Yes No

Not Helpful 0 Helpful 1