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 Should I Do If My Customer Is In A Hurry?

In this day and age, people and customers are often in a hurry to conduct their business and move on. How can you interact with a customer who is in a hurry in a way that reflects that you understand the customer’s need for speed?

Techniques Used

● Voice Tone—Emphatic (1)

● Assurances of Results (2)

Here's An Example

A customer arrives at an airline counter to check in for her flight and is clearly flustered, out of breath, and in a hurry.

Customer: Oh lord, I don’t want to miss my flight, my car broke down, and oh goodness ....

Employee: We’ll get you on your flight. (2) [She looks at the ticket the customer presents.] No problem. You still have 15 minutes to get to the gate (1, 2). Bags to check? (1)

Customer: Just the one.

Employee: Seat preference, aisle or window? (1)

Customer: Window.


Since the customer is clearly flustered, the employee first reassures the customer that she won’t miss her flight in (2). In addition to that simple reassurance, the employee informs the customer that she still has 15 minutes to get to the gate. That’s reassuring information.

What really works well here is the use of a tone of voice that matches the situation. The employee uses a very firm, emphatic tone of voice (1), but also speaks more quickly than normal and in shorter sentences than she would with someone who is not feeling so time-pressured. Why? By speaking in a way that conveys urgency, she is communicating to the customer that she understands the customer’s situation and is modifying her behavior to address the customer’s need.


The above is a modified version of content that appears in: Perfect Phrases For Customer Service (McGraw-Hill)

Search Our Site:

Help Us By Sharing

Share on Facebook Share on Twitter Digg it! Send FAQ to a friend PDF version Print this record

Records in this category

Sticky FAQs