Pulling The Tiger’s Teeth: How To Deal With Angry Customers

Blog Pulling The Tiger’s Teeth: How To Deal With Angry Customers Liam AndersonJuly 11, 2022Customer service representative deals with an angry customer Bigstock {"adCodes": [{"desktop": "\u003cdiv class=\u0027rblad-wit_content\u0027\u003e\u003c/div\u003e", "display": true, "mobile": "\u003cdiv class=\u0027rblad-wit_content\u0027\u003e\u003c/div\u003e", "new_amp": "\u003camp-ad width=336 height=280\n type=\"doubleclick\"\n data-slot=\"/22278042776,22664312254/wit/wit_content\"\n data-multi-size=\"300x250\"\u003e\n\u003c/amp-ad\u003e", "order": 0, "tablet": "\u003cdiv class=\u0027rblad-wit_content\u0027\u003e\u003c/div\u003e"}, {"desktop": "\u003cdiv class=\u0027rblad-wit_content\u0027\u003e\u003c/div\u003e", "display": true, "mobile": "\u003cdiv class=\u0027rblad-wit_content\u0027\u003e\u003c/div\u003e", "new_amp": "\u003camp-ad width=336 height=280\n type=\"doubleclick\"\n data-slot=\"/22278042776,22664312254/wit/wit_content\"\n data-multi-size=\"300x250\"\u003e\n\u003c/amp-ad\u003e", "order": 1, "tablet": "\u003cdiv class=\u0027rblad-wit_content\u0027\u003e\u003c/div\u003e"}, {"desktop": "\u003cdiv class=\u0027rblad-wit_content\u0027\u003e\u003c/div\u003e", "display": true, "mobile": "\u003cdiv class=\u0027rblad-wit_content\u0027\u003e\u003c/div\u003e", "new_amp": "\u003camp-ad width=336 height=280\n type=\"doubleclick\"\n data-slot=\"/22278042776,22664312254/wit/wit_content\"\n data-multi-size=\"300x250\"\u003e\n\u003c/amp-ad\u003e", "order": 2, "tablet": "\u003cdiv class=\u0027rblad-wit_content\u0027\u003e\u003c/div\u003e"}], "adsOrder": [2]}

Millions of people work in customer service. Customer service roles vary from contact center agents handling enquiries about a 10-dollar bus service to account directors managing billion-dollar clients.

Sooner or later, they all have to deal with angry customers.

I am one of these customer service professionals. Here are a few tricks I’ve learned over the years.

Mindset Woman at a coffee shop helps an angry customer

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Customers can get angry, abusive, or even violent.

Even the angriest customer is unlikely to be angry at you, specifically, if you have the right mindset.

Firstly, check your own emotions and how they affect your behavior.

If a customer starts acting aggressively, check your own pulse rate and heart rate. Is the blood rushing to your head? This is when you have to be still. Responding to anger with anger makes a bad situation worse.

This doesn’t mean you have no right to be angry. If someone behaves aggressively, millions of years of evolution have built the “fight or flight” program into our brains. In this situation, reacting aggressively or running away will not help.

Instead, try and put yourself in the customer’s shoes. The customer wants to go home at the end of the day. He finds out his bus has been cancelled. The next one is in three hours. Or your corporate client’s IT director has spent half a million dollars on a new computer. It doesn’t work. If it can’t be fixed, his job is on the line. How would you feel?

The Customer Is Always “Emotionally Right” Angry customer calls a customer service representative

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As Mr. Brian Shore, CEO of ZOOM International says: “The customer may not always be right, but the customer is always emotionally right.”

Emotion is the key. Emotion drives angry customers’ behavior. Logic will not prevail until the emotion has been handled.

Many try to ignore emotional behavior. It’s better to openly acknowledge and validate the customer’s emotion. Try this response: “I can see you’re feeling very frustrated/angry about this. If I were in your position, I’d feel the same way too.”

Show the customer that you have recognized and respect his feelings, and understand the urgency of the situation.

If the customer is still expressing anger, stay silent and let him continue. If you are in a public area, lead him politely somewhere out of public view so that he can “vent” there.

The customer is less likely to feel angry with you specifically. Once he sees you are “on his side,” he may be ready to have a rational conversation.

The worst thing is to tell an angry customer to “calm down.” This implies that the customer has no right to feel angry at all. Customers don’t usually react positively to that. It’s better to tell the customer that you can see that he is angry, and you want to help him. Then, ask him politely if you can ask these questions to fully understand the situation.

Take Control Of The Conversation Customer service representative talks to a customer

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Asking questions allows you to take more control of the situation. Once the customer is answering your questions, use the customer’s name and the “question/answer/comment” rapport-building techniques. (See “further reading” below.)

If you have a lot of questions, let him know to manage his expectations. (“This may take some time—may I ask you some questions?”) If the questions relate to technical details, such as website addresses, credentials, part numbers, etc., you might want to give him a list of questions and some time to find the answers.

Positive Language Young woman talks to an angry customer

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Angry customers do not respond well to being told something can’t be done. Negative language, offering no solutions, and implying that the customer is to blame does not help the situation, even if it is true.

If what they say they want is not possible, ask more questions to find out what they really want. (Your flight to Manchester is cancelled. When do you need to get there?) There might be an alternative that more or less gives them what they want.

Sometimes “no” really does mean “no.” In that case, try to soften the blow, but make sure he understands it really is not possible. Try saying this: “I appreciate that this situation is very frustrating for you. I’m afraid we can’t help you right now. I’m sorry.”

A couple of very important points.

Never use the word “but” after “I’m sorry” or “I appreciate you are feeling frustrated.” The word “but” sends the message “Disregard all the nice things I said before.”

When you use the word “sorry” or apologize, do not say specifically what you are apologizing for. That may be taken as an admission of liability and used in court. Likewise, if you cannot give a clear and company-authorized reason why something is not possible, it’s better not to explain.

Clear Outcomes & Managing Expectations Customer service representative helps a customer

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It’s very important to give the customer a clear outcome. If you can solve his problem, the outcome is clear. If not, the outcome is also clear.

If you need more information, or something else has to happen, then make it very clear to the customer what will happen next, who needs to take the next action, and tell him when this is going to happen.

You need to let the customer know what happens next as clearly and accurately as possible. If the news is bad, telling the customer everything will be fine won’t help him, your employer, or you.

To manage your expectations, everything I have written above won’t work every time! There are some problems that cannot be solved, and there are some customers that cannot be helped.

How was it for you?

I love hearing about other people’s experiences! Let me know your “hacks” for dealing with angry customers!

Further reading...

You can read more about rapport building here: Don’t Be A Wallflower! A Beginner’s Guide To Building Rapport


You can read more about positive language here: Positive Language For No-Nonsense Managers

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I hear stories all the time about job seekers applying for almost every job they come across in their job search. My advice? Stop. Here's why...

That type of job search doesn't work.

The "Spray & Pray" Job Search Method Isn't [email protected] why this type of job search never works... @j.t.odonnell @workitdaily #learnontiktok#careertiktok#edutok#jobsearch#jobtips#jobapplication#careerhacks#careeradvice♬ original sound - J.T. O'Donnell

In order to actually find a job that's a good match for you, you need to stop applying online to random, out-of-state jobs that you're not exactly qualified for. If you do this in your job search, you're basically not looking for work at all.

And I know that's hard to hear.

We think we have all this experience—that employers will look at us and think, "Oh, this person would be a great fit for the job." That's not how it works.

First, if you're not in state, they're thinking, "When will I interview you?" Second, if you don't have the exact experience, they're thinking, "I don't have time to train you. I'm already far behind."

Employers want to hire the exact match for the job. That's why you're not getting any responses.

Now, all hope isn't lost. You just have to learn something called a proactive job search, which is a more strategic job search than the "apply for every job" type of job search (I call it the "spray & pray" method). Think of yourself as a job shopper instead, which is actually a lot more fun and effective.

If you want to learn how to conduct a proactive job search, check out my FREE community. It's a safe place where professionals like you are learning how to become empowered in their careers so they can finally find career happiness and satisfaction. More importantly, I have tons of resources inside this community that can help you find a job—fast!

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You want a resume, cover letter, and LinkedIn profile that presents you in the best possible light. With all of the emphasis on loading your documents with keywords, accomplishments, and metrics that make the case for you being the perfect fit for the position you're after, have you overlooked proper punctuation?

Some might wonder what the big deal is about punctuation. Surely if you start your sentences with a capital letter and end them with a period, that's all you need to worry about, right?

Unfortunately not.

The text in resumes is often so packed with information that seemingly inconsequential punctuation missteps can distort your meaning, or worse: cause the hiring manager to pause in confusion.

That pause is bad news for you: it may make the recruiter see you as a less-than-attractive candidate, questioning your ability to communicate or pay attention to details, both highly valued skills in today's workplace. Just as a modern spouse becomes more alluring to a partner by doing the dishes and laundry, using proper punctuation makes you downright sexy to a hiring manager.

Both efforts make lives easier for the people who are important to you, so go the extra mile by following these important rules (and do the dishes):

1. Capitalization

In addition to appearing at the beginning of sentences and in section headings, capital letters also signify important words. But using too many "important words" in your documents slows the reader down or seems pretentious.

For example, I sometimes see text like this in resumes: "Expertise in Human Resources, Training, and Recruiting"

Try: "Expertise in human resources, training, recruiting" instead.

Other than proper names like your own name or the names of products, you will rarely need to capitalize words that don't appear at the beginning of a line or sentence. You'll also want to capitalize your own job title above each position listed on your resume.

However, if you reference someone else's job title in your career documents, the general rule is that it is only capitalized when the person's name follows (Vice President Joe Smith)—not when merely referring to the position (as in "reporting to the vice president").

Of course, every rule tends to have its exceptions, and there are a few for capitalization. However, these are good to start with.

2. HyphensMan holds a resume with good punctuation

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Use hyphens for compound adjectives that precede a noun, such as "client-focused approach" or "full-time employees." And if you have two adjectives that modify the same base word, use a hyphen after the first, as in "mid- and senior-level management."

Do not use a hyphen in a compound adjective if the first word ends in -ly, as in "highly qualified candidate."

3. SemicolonsWomen reads a resume with good punctuation

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Semicolons can either separate two independent clauses when the second clause is not directly related to the first, or they can be useful when you want to list items that already include a comma.

For example, "Proficient in software including Microsoft Excel, Word, and PowerPoint; CorelDRAW; and Adobe Photoshop."

4. ColonsHiring managers discuss a job candidate with a well-written resume

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Colons are used to join two independent clauses when the second clause is directly related to the first.

The most common usage in resumes is for lists, as in "Proficient in the following software: MS Excel, Word, and PowerPoint."

5. CommasJob seeker smiles as two hiring managers read her well-written resume

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There's fierce debate between those who advocate using serial, or Oxford, commas (putting a comma before the final "and" in a series) and those who don't.

The best practice for resumes is to use serial commas, as they can really make your career documents easier to understand.

This is especially true when you list series of items where two things may be grouped together (think: sales and marketing). But even sentence construction like "Facilitate mock interviews, identify position and tailor interview questions" may cause the reader to stumble.

At first read, it may sound like the candidate is responsible for identifying a position and identifying someone who tailors clothes! So, my advice is to avoid ambiguity by always using serial commas in career documents, especially in resumes.

6. Spaces After A PeriodRecruiter holds a resume with good punctuation

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The current convention is to use one space after a period, not two. The same goes for colons.

I know, I know.

If you grew up learning to type on an IBM Selectric, back in the Stone Age like I did, this is a hard habit to break. But, if you keep using two spaces, you'll look as antiquated as the typewriter.

Trust me, knowing these six punctuation tips will make you a real turn-on to an employer.

Now that you've reviewed some of the resume punctuation rules that you'll want to be aware of, I'll share the most important rule of all: however you choose to use punctuation throughout your career documents, do it consistently!

Even more jarring than not following proper punctuation rules is following them only some of the time.

Need more help writing your resume?

We'd love it if you joined our FREE community. It’s a private, online platform where workers, just like you, are coming together to learn and grow into powerful Workplace Renegades. More importantly, we have tons of resources inside our community that can help you write your resume—the right way.

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This article was originally published at an earlier date.

Read moreShow lessresume punctuation tips {"customDimensions": {"1":"Kristin Johnson, Jenna Arcand","2":"popular","3":"punctuation, resume tips, punctuation tips, resume, capitalization, hyphens, semicolons, colons, commas, serial commas, oxford commas, spaces after a period, resume writing, job search, punctuation rules, resume punctuation, resume help, resume punctuation tips, resume advice, job seekers, ~rmsc:rebelmouse-image:22767549, ~rmsc:rebelmouse-image:22767586, ~rmsc:rebelmouse-image:30076787, ~rmsc:rebelmouse-image:22767558, ~rmsc:rebelmouse-image:22767559, ~rmsc:rebelmouse-image:22767573, ~rmsc:rebelmouse-image:22767579, ~rmsc:rebelmouse-image:22767574","4":"07/08/2022"}, "post": {"split_testing": {}, "providerId": 14, "sections": [0, 370480899, 543270555, 376490053, 473333499, 479660731], "buckets": [], "authors": [19549304, 19836096]} } FeaturedCustomer service representative deals with an angry customer Pulling The Tiger’s Teeth: How To Deal With Angry Customers {"customDimensions": {"1":"Executive Community, Liam Anderson","2":"blog","3":"how to deal with angry customers, dealing with customers, dealing with angry customers, how to handle angry customers, handling angry customers, how to deal with an angry customer, angry customers, customers, customer service, customer service professionals, support services, customer service representative, customer service rep, ~rmsc:rebelmouse-image:30072434, ~rmsc:rebelmouse-image:30072437, ~rmsc:rebelmouse-image:30072436, ~rmsc:rebelmouse-image:30072448, ~rmsc:rebelmouse-image:30072445, ~rmsc:rebelmouse-image:30072447","4":"07/11/2022"}, "post": {"split_testing": {}, "providerId": 0, "sections": [0, 473333499, 544324100, 544398581, 479660731, 544398559], "buckets": [], "authors": [21030904, 25006587]} } Now Hiring: Remote SysOps Engineer Now Hiring: Remote SysOps Engineer {"customDimensions": {"1":"Work It Daily, Kinsta \u00ae","2":"popular","3":"kinsta, hiring, remote jobs, remote work, remote workforce, remote companies hiring, remote companies 2021, sysops engineer, sysops engineer jobs, ~popular_source-pageview, ~rmsc:rebelmouse-image:26404410, ~rmsc:rebelmouse-image:26409812","4":"05/18/2021"}, "post": {"split_testing": {}, "providerId": 0, "sections": [370480899, 545998439, 545998440, 473310812, 376489962, 526353713, 545658354, 548352055, 548352058, 543270555, 473333499, 473310813], "buckets": [], "authors": [19548593, 21891195]} } J.T. O'Donnell reflects on lessons professionals can learn from athletes. 3 Important Career Lessons Learned On And Off The Field {"customDimensions": {"1":"Executive Community, J.T. O'Donnell","2":"popular","3":"career change, entrepreneur, entrepreneurship, career, career challenges, overcoming career challenges, personal branding, personal development, professional development, professional growth, success, career success, pro athletes, tom brady, chris gronkowski, nfl, tiktok, social media strategy, social media, career growth, ~rmsc:rebelmouse-image:25632872, ~rmsc:rebelmouse-image:25633076, ~rmsc:rebelmouse-image:25632876, ~rmsc:rebelmouse-image:25632899","4":"02/10/2021"}, "post": {"split_testing": {}, "providerId": 0, "sections": [0, 370480899, 473333499, 376489962, 526353713, 376489624, 479660731], "buckets": [], "authors": [21030904, 19549412]} } How Ex-NFL Player, Chris Gronkowski, Is Using Social Media To Change Careers How Ex-NFL Player, Chris Gronkowski, Is Using Social Media To Change Careers {"customDimensions": {"1":"Executive Community, J.T. O'Donnell","2":"popular","3":"2010, Barstool, camera phone, career growth and development, career growth opportunities, chrisgronkowski, cowboys, dallascowboys, dinner, football, free, gronkspike, iceshaker, investor, nfl, nflfootball, nflplayer, nflplayers, nflworkout, payday, rookie, salary, sharing, sharktank, tic toc, tic tok, tick tock, ticktock, tictok, tik tok, tiktok, tiktok.com, trade, trainingcamp, upload, video, video phone, weighin, youtube.com, ~popular_source-pageview, \u0442\u0438\u043a \u0442\u043e\u043a, \u30c6\u30a3\u30c3\u30af\u30c8\u30c3\u30af, chris gronkowski, ~rmsc:rebelmouse-image:25551501, ~rmsc:rebelmouse-image:25551637, ~rmsc:rebelmouse-image:25551540, ~rmsc:rebelmouse-image:25598481","4":"01/29/2021"}, "post": {"split_testing": {}, "providerId": 0, "sections": [0, 370480899, 473333499, 526353713, 376489624, 479660731], "buckets": [], "authors": [21030904, 19549412]} }

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