Michael K
Michael K
Michael K,

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In dealing with customers, it is always important to be polite and professional, but sometimes, they may do something that puts you in a difficult position. Here, we will examine seven ways to deal with a customer who is in error. You are likely to encounter an angry customer at some point as a business owner. Although it is never pleasant to be the target of someone's ire, there are a few strategies you can use to diffuse the situation and hopefully have a satisfied customer as a result. Here are seven tips for handling angry customers.

Become aware of the complaint.

You should start by listening to the customer. It's important to let them air their complaints, even if you disagree with them. Especially if the customer is rude, being calm and letting them finish their speech can be difficult.

(1). Let's listen

Listening to what the customer has to say is the first step. Keep your ego in check and don't try to defend yourself. Take time to understand their point of view and what motivated them to act the way they did.

Professionalism is key

A customer service representative will encounter customers who are in the wrong from time to time. You can do things to make the situation easier, even though this can be a difficult situation to deal with.

Your first step should be to be professional. Maintaining your cool will help you avoid becoming angry with the customer. Listen to what the customer has to say and try to understand their viewpoint.

Secondly, by remaining calm and friendly, you should try to defuse the situation. This can be difficult, but it is important to remember that the customer is not trying to be difficult, they just want their problem resolved.

Third, instead of arguing or engaging further, you should focus on resolving the problem. When you do become involved, make sure you focus on the issue rather than the individual.


When dealing with a customer who is in the wrong, it is important to remain calm and collected. Even though it can be challenging, it is important to remember that the customer may not be thinking clearly and may already be upset. The following are six tips for dealing with a customer who's in the wrong:

Tips #1. Ask for feedback. Getting to the bottom of why someone is upset is critical.

Tips #2. Apologize for what may have caused frustration or inconvenience.

Tips #3. Show empathy and understanding.

Tips #4. Be accountable and offer to make things right.

Tips #5. Make a suggestion or describe your next steps.

Tips #6. Show your appreciation for the customer's patience.
(2). Explain the situation calmly

You should calmly explain the situation to the customer if they are in the wrong. 99% of the time, they will understand and will apologize. However, if they do not, it is important to remain calm and have a Plan B.

Don't Take it Personally

When you're dealing with a customer who is in the wrong, it's important not to take it personally. There are seven ways you can deal with such a customer:

Listen to their complaint and try to understand where they're coming from.
Apologize for any inconvenience they may have experienced.
Offer a solution to the problem.
Thank them for their business and for bringing the issue to your attention.
Follow up with them after the issue has been resolved to make sure they're satisfied.
Train your employees on how to deal with such situations.
Use the situation as an opportunity to improve your business.

(3). Step back and evaluate

It is important to take a step back if the customer becomes disruptive or violent. You will be able to deal with the situation more effectively if you keep the situation calm.


because the customer is always right, even when they are wrong. Being a customer service representative is all about remembering that the customer comes first. The following are five things you can do if a customer is wrong:
  1. Listen to what the customer has to say. Listen carefully. Do not just wait to speak when it is your turn.
  2. Show empathy for the customer. Even if the reason is not valid, they're upset.
  3. Avoid taking it personally. We're not here to talk about you, we're here to talk about the customer.
   4.Keep your cool, Anger will only exacerbate the situation.
   5.Take a step back and observe the situation.
(4). Report the incident to management

It is important to escalate the situation to management if the situation becomes too difficult to handle. The goal is to get a better sense of the situation and hopefully, resolve it in a more effective manner.


Even if you didn't do anything wrong, it can be frustrating when a customer is angry with you. The following are six ways to handle an angry customer:
  1. Find out what upsets the customer first. You may be able to resolve the issue.
  2. Even if you think you did nothing wrong, apologize. The customer will appreciate that you are trying to help by doing this.
  3. Be calm and patient. You will only make the situation worse if you lose your temper.
  4. Please see if there is anything you can do to help. When you can't help a customer, let them know you are sorry but there is nothing you can do.
  5. Repetition is then necessary.
  6. Investigate internally

You can show your regret and ensure such a situation doesn't happen again by apologizing and paying for the purchase if you find that you have caused the customer to be in the wrong.
(5). Elect a delegate

The best course of action is to delegate the situation to another person. By using this method, you will save time and be able to focus on other tasks.


It may be difficult to deal with a customer who has done you wrong, but there are a few things you can do.

You should first remain calm and be willing to listen to the customer's concerns. Do not become defensive and remain professional. Try to understand the customer's perspective.

Secondly, try to see the situation from the customer's point of view.

Third, be clear and concise when explaining your policies and procedures.

As a fourth step, propose a compromise or solution that will satisfy both parties.

As a fifth tip, be willing to negotiate and make concessions as needed.

The sixth step is to thank the customer for their business and let them know you value their feedback.

Once the issue has been resolved, follow up with the customer to ensure they are satisfied with the outcome.

Even though it's important to remain calm and handle business transactions well, knowing how to deal with difficult customers is equally important. Coaching, managing expectations, apologizing, and giving in are some of the ways to handle the situation.
(6). Gather and document pertinent information

When things don't go well, it's important to document what happened. It will help you remember the event and how it went, as well as provide evidence if necessary.


Even if they're wrong, the customer is always right. That's why it's vital for a business owner to know how to deal with an angry customer. Consider these three methods:

Say "thank you" to them for doing business with you. Even when a customer is not satisfied with a product or service, you should show your appreciation for their business.

Ask them about any concerns they have. If you listen to your customers' concerns and try to address them, they will appreciate it.
Explain why the inconvenience occurred. Let the customer know you will do your best to improve the situation if they are not satisfied with the product or service.

(7). Reevaluate the situation

Reassessing the situation is essential if the situation does not improve. In this way, you will be able to make changes if necessary and ensure that the customer is satisfied.

In the event that all else fails, reassessing the situation is imperative to determine what should be done next. Learning from your mistakes will enable you to move forward.