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What should I do if a customer is angry or upset?

Frequently Asked Questions

What should I do if a customer is angry or upset?

When dealing with an angry or upset customer, follow these steps:

  1. Remain composed: Maintain your calm and avoid reacting defensively or emotionally to their frustration.
  2. Actively listen: Give the customer your full attention, allowing them to express their concerns without interruption or judgment.
  3. Empathize: Demonstrate understanding and empathy for their situation, acknowledging their feelings and the inconvenience they’ve experienced.
  4. Offer solutions: Suggest practical solutions to address their problem, ensuring they feel heard and valued.
  5. Aim for satisfaction: Strive to reach a resolution that leaves the customer feeling satisfied and reassured about your commitment to their needs.


By following these guidelines, you can effectively manage difficult customer interactions, ensuring they feel valued and ultimately restoring their confidence in your service.

Select Call Centre’s staff are adept at handling difficult customers, thanks to their comprehensive training and expertise. Our agents receive specialized training in communication and customer service skills, enabling them to effectively manage and resolve challenging situations. With established protocols, escalation procedures, and ongoing coaching, Select Call Centre ensures a professional and consistent approach to handling angry customers, leading to satisfactory resolutions and maintained customer relationships.

Upset customer - Select Call Center

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