Keep this in mind the next time you face a volley of angry words:

1. Ask what the problem is, and immediately agree with the person that he has the right to feel upset for what happened. Respect for his situation calms the customer down.
2. Don't take his angry words personally. He is mad about the service of the company, not at you as a person.
3. Apologizing for the inconvenience would also appease the customer. However, bear in mind not to blame nor defend anybody responsible for the problem because it will only remind him of his frustration with the service. Just recognize the problem, and then offer solutions and alternatives. Telling the customer bluntly what he is asking is "unacceptable" will again anger him, much more if you make excuses and explanations as to why his ideas are unworkable. Focus on what can be done instead.

Surveys show that only a very minimal number of customers complains, the rest simply find another company to do business with. But the bitter pill sinks in once these disgruntled customers tell their friends about their disappointing experience with the company, and their friends pass it also to their other friends. Bad reputation with one frustrated customer might cost you ten potential clients!

As you can figure out, difficult customers can make or break your business or career. So instead of thinking up excuses, why not invest on good customer relations, and good service as well? After all, if the service were good there would be nothing to complain about

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