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 does "Deal With The Customer's Feelings First" Mean?


In the CARP system, we recognize that an angry person is not "ready" to work with you to solve a problem. Likewise for someone overcome by any other emotion. Think about a situation, let's say with a spouse, where you were so angry that you had no interest in being constructive, at least at that point. It's the same. We often forget that our customers share this quality of losing the ability to do constructive problem solving when angry, even when it's to their benefit to do so.

Dealing With The Customer's Feelings First

It's a basic and essential tenet to get your timing right. The first task, beyond staying in control of yourself, is to de-escalate the intensity of emotion on the part of the customer. If you move too quickly to get and give information with the customer, the person is likely to get angrier. You have to acknowledge the feelings first, and create rapport, before the good, constructive stuff can happen.

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