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How to Handle Difficult Customers – Part 3

General Principles for Dealing with Difficult Customers

Picture of Jeff Wiatt

Jeff Wiatt

Training Director at Tech Touch

Hey there, customer service superheroes! Back again for another round? After getting the lowdown on our ‘rogues gallery’ of challenging customers in Part 2: Understanding Different Types of Difficult Customers, it’s time for some super strategies to help you soar in the face of adversity. Here’s the secret sauce to handling even the most challenging of customer interactions:

Maintaining Composure

First off, let’s chat about staying cool. It’s like the first rule in the Unofficial Customer Service Handbook, right? Even when the heat’s on, and you feel like you’re in a pressure cooker, just remember: deep breaths. Your calm demeanor can be the soothing balm that diffuses a fiery situation. Think of yourself as a serene pond amidst a storm – you got this!

Active Listening

Ever had someone vent to you, and all they really wanted was for you to listen? Yep, that’s the power of active listening. It’s about hearing what the customer is *really* saying, picking up on their concerns, and letting them know they’re heard. And sometimes, that’s half the battle won.


Alright, superhero, time to wear your empathy cape. Placing yourself in the shoes of your customer can be a game-changer. When they feel you truly understand their pain or frustration, walls come down, and bridges are built. Remember, everyone’s fighting their own battle – a little kindness and understanding go a long way.
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Taking Responsibility

Mistakes happen; it’s a fact of life. But instead of playing the blame game, own up to it. Customers appreciate honesty. If something’s gone wrong, acknowledge it, apologize, and work towards setting it right. You’ll be amazed at how understanding people can be when you’re genuine and transparent.

Offering Solutions, not Excuses

Last, but definitely not least, is the art of problem-solving. Customers aren’t really looking for excuses, no matter how legit they might be. They’re after solutions! So, gear up and focus on how you can turn a negative situation into a positive resolution.

Alright, champions! With these principles in your back pocket, you’re set to handle even the toughest of customer challenges. Remember, every interaction is a chance to grow, learn, and shine even brighter. Keep rocking that customer service, and catch you in the next installment of How To Handle Difficult Customers, for more expert tips and tricks!

This Article is Part 3 of a seven-part series on dealing with difficult customers. Don't miss Part 4 - Strategies for Handling Each Type of Difficult Customer. Sign up for our newsletter below.

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