Complete Guide To Dealing WIth Difficult, Angry, Aggressive And Abusive Customers

Learn what to say, when to say it and stay stress free, safe, and professional under pressure

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Additional Resources On Difficult and Angry Customers: Do You Have Resources For Hostage Negotiation?
Answer: Below are a list of some free online articles and studies on the process of hostage negotiation. Just a caution. While some of the techniques ...
Overview - Customer Service and Angry Customers: How can I be genuine AND smile at customers when I'm not "feeling it"? I
Answer: In my twenty-five years of helping people in customer service positions, reading, and talking with people, I have yet to come across an answer, or ...
Communicating With Customers: Can you explain assertiveness, vs aggressiveness and passiveness with angry customers?
Answer: From Principle #6 in If It Wasn't For The Customers I'd Really Like This Job Be assertive, not aggressive or passive. Being assertive means that you act ...
For Educators: How To Deal With Angry Parents: Is Dealing With Angry Parents In A School Setting Different Than Coping With "Angry Customers"?
Answer: Yes and no. While the specific defusing behaviors we discuss here and in my books work across sectors -- in government, education and in the ...
Social Media and Customer Service: Dealing With Negative Customer Comments In Social Media: Priorize, Triage
Answer: You don't have to respond to all negative customer comments made about you on social media. In fact, often it's not worth responding, because the ...