How do you feel about angry customers?

  • One of the main reasons conflict often escalates is because the individual dealing with the complaint reacts with anxiety, defensiveness, and, sometimes, unintentional aggression.
  • Taking the time to understand why a customer is upset or angry is crucial to not only being able to offer them a tailored solution, but it allows you to understand why they’re upset, and therefore accept that they’re upset.
  • Developing this mindset is key to being prepared to deal with conflict effectively, rather than hoping it won’t happen.
  • How would you rate yourself?