How do you handle difficult customers examples?

10 strategies for dealing with difficult customers

  1. First and foremost, listen.
  2. Build rapport through empathy.
  3. Lower your voice.
  4. Respond as if all your customers are watching.
  5. Know when to give in.
  6. Stay calm.
  7. Don’t take it personally.
  8. Remember that you’re interacting with a human.

How do you handle an angry customer in RP?

Role-Playing Scenario #3 – The Angry Customer Try calming them down by apologizing and showing empathy for his/her situation – regardless of whether the company or customer is at fault. Then, attempt to resolve the issue.

How do you role play in customer service?

When conducting a role play exercise, two reps might walk through each one of these potential situations together, with one rep pretending to be the “customer” and the other responding based what the “customer” says. That way, reps can practice what they’ll say to customers before they actually interact with one.

What is the most difficult customer service situation?

Here are the top seven challenging customer service scenarios and how to handle them:

  • # Scenario 1: The Customer is Emotional or Demanding.
  • # Scenario 2: The Customer is Angry or Stressed.
  • # Scenario 3: The Customer Wants You to Fix Their Problem for Free, Even Though it’s Not Your Fault.

How do you handle difficult situations?


  1. Be Realistic – change takes time; appreciate the small steps of improvement.
  2. Stay friendly – work up to the more difficult topics; don’t make negative comments.
  3. Be optimistic – remember the good things about this person; try not to generalize criticisms (do not use “always” or “never”).

What to say to a customer who is upset?

Phone scripts for angry customers

  • I’m so sorry that happened to you.
  • I’m so sorry to hear that.
  • I’m so sorry about the mistake we made.
  • I completely understand the frustration you’re feeling.
  • I’d like to sincerely apologize for that inconvenience.

What are examples of role playing?

An example of role playing is when you pretend that your friend is your boss and you have a practice conversation in which you ask for a raise. An example of role playing is when you and your spouse pretend to be out on a first date, even though you have been married for ten years.

How do you handle the difficult situation?

  1. Coping With Difficult Situations.
  2. Remember, Distress is Time Limited.
  3. Put the situation into Perspective.
  4. Keep your thoughts Balanced and Truthful.
  5. Focus less on the stressor and more on Solving the Problem.
  6. Remember, You Are More Than This One Situation.
  7. Seek support from Family, Friends and/or Counselors.

Why is it important to handle difficult customers effectively?

Why is it important to effectively deal with difficult customers? It’s important to effectively deal with difficult customers because proper customer service can help you retain customers.