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5 Ways to Deal With Difficult Customer Calls

by Paisley Hansen | 06-05-2022 01:41 recommendations 0

When it comes to working in customer service, there are a few types of calls that can be classified as "difficult." These include irate or angry customers, customers who are constantly asking for discounts or freebies, and customers who simply don't seem to understand what you're trying to tell them.

No matter what the situation is, it's important to remain calm and professional when dealing with frustrating customers on the phone. Not all customers will be difficult, but it's essential to know how to deal with the tough calls when they come through. Here are five tips that will help you do just that:

1. Listen More Than You Talk

This is one of the most important things you can do when dealing with any customer, but it's imperative when dealing with difficult ones. Let the customer vent their frustrations and really listen to what they're saying.

Think about the principles of customer service and take in what the customer is saying. This can help you understand their situation and what they need. When you do speak with the customer, be sure to listen carefully to their concerns and try to find a solution that works for both of you. Remain respectful at all times, even if the customer is being rude or demanding. Thank them for their time when they finish speaking and let them know that you'll be in touch if necessary.

2. Avoid Getting Defensive

It can be tempting to get defensive when a customer is pushy, but it's important to avoid doing this at all costs. Getting defensive will only make the situation worse and escalate the call. Instead, try to empathize with the customer and understand their point of view.

Try to stay calm and professional. Listen to what they're saying and take note of their complaints. Address their concerns in a polite and respectful manner, even if you don't agree with them.

3. Don't Take Things Personally

This is another important tip for avoiding escalation. It's easy to take things personally when a customer is being tough to handle. Still, it's important to remember that it's not about you – it's about the product or service that they're unhappy with. Keep your cool, and don't let the customer get to you.

There will always be difficult customers on the phone, and it's important not to take things personally. Remember that they're likely just having a bad day and aren't actually trying to upset you. Be polite and professional, and always stay calm. If the situation gets too stressful, don't be afraid to ask for help from a manager.

4. Stay Calm and Professional

This one should go without saying, but it's vital to stay calm and professional when dealing with difficult customers. Yelling or being rude will only make the situation worse, so keep your composure at all times.

When dealing with challenging customers on the phone, it's important to stay calm. You don't want to lose your temper and say something you'll regret. Take a deep breath, and focus on solving the customer's problem. If you need to, take a break from the call to collect yourself. Remember, the customer is always right - even when they're wrong. By staying calm and polite, you'll be able to resolve the issue quickly and efficiently.

5. End the Call if Necessary

If the call is getting too heated or if you're struggling to remain calm, it's ok to end the call. You don't need to deal with a difficult customer if it's going to impact your mental health. Simply apologize and end the call gracefully.


Dealing with demanding customers can be frustrating, but following these tips will help you stay calm and professional. By remaining composed, you'll be able to resolve the situation in the best way possible.

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