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

What do angry customers do if they are unsatisfied?

The surprising answer is that we don't know. Here's why. We know what customers SAY they do, because almost all the research relies on self-reports and surveys. That's why you'll see all the statistics that say dissatisfied customers tell x number of people, or that angry customers can influence x thousands of people on Twitter.

Talk and Behavior Different When It Comes To Consumer Behavior

If you aren't familiar with Psychology and research methods, you'll probably be surprised to learn that there can be a large gap between what people say and what people do. So, think of it in terms of your own behavior. Have you ever been to a store or restaurant and said: "I'm never going back", or "I'm going to tell all my friends not to go there".? Did you follow through EVERY SINGLE TIME? In fact, did you ever go back because it was convenient, or because the store had something you couldn't get anywhere else?

Most people aren't that consistent. In some cases you might follow through, and in others you might just plain forget, or figure it's not worth the hassle, because you are busy.

Biased Responses

There are a lot of reasons why what people say, and what they do often differs, and one is simply that people want to think of themselves as being strong, not taken advantage of and so forth. That bias often affects how people portray themselves in survey data, because even with anonymous surveys people want to appear strong and active TO THEMSELVES.


The implications are exceedingly profound. The "research" is certainly biased towards soliciting information about customer behavior that will be affected by the above bias, so it will OVERESTIMATE the behaviors that can damage companies that provide poor service. Of course there are a lot of depends; Some people will follow through. Some will only follow through at the most aggregious affronts. Others will never do anything. So, before investments in customer service, companies should question the validity of the survey research about consumer behavior that they are acting on.

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Need More Help Dealing With Those Difficult Customers?

If It Wasn't For The Customers I'd Really Like This Job: Stop Angry, Hostile Customers COLD While Remaining Professional, Stress Free, Efficient and Cool As A Cucumber

I hope you are learning a few new techniques to help you deal with your difficult customers and clients. The majority of the tip and techniques here are from this book: If It Wasn't For The Customers, I'd really like this job, so you will find it much more beneficial to have the book all in one place -- either in print, PDF format and/or Kindle format. The latter two can be read on almost all mobile devices.

Here's what reviewers are saying:

E. Meehan says (on This book has been a life saver. I loved the title, the picture was spot on to how I felt many a time with a raving, angry, pissed, annoyed customers. I felt powerless, demeaned, and disrespected... (amazon)Perfect reader rating

C. Taylor wrote: (on Oh my goodness! I can't even remember how I came across this book. I was looking on the internet for something or other. I found it on the website of the author I believe. This book is EXCELLENT! five star amazon rating review

Everyone needs this whether you are working directly in customer service or not, you need to get this book! It is well worth the $14 I spent on it! This is a book of great value for anyone who deals with other humans. So much valuable insight about how to deal with many different types of difficult and challenging situations whether in person, online with email or social media, via email or on the phone! Get the book! Read the book! Apply the knowledge in the book and find more success with your interpersonal interactions!

Macy OK commented: Bacal nails it! While more are messing with the entanglements of Customer Satisfaction which leads to no where...he addresses the specifics head on and focuses on the greater picture and ultimate goal of the Customer Experience which leads to Loyalty. Excellent job! Reader rating

Suggested retail price is $22.95 but its almost always sold at a discount. The Kindle edition is less than $10.00 so that's the best bargain. The PDF version is usually under $15.00, and of course, there is no shipping or wait time!

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