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How should I respond to a difficult customer?

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Posted by Your Guide on October 13, 2005 12:11 PM

The most difficult aspect of customer service is often learning how to respond to an especially difficult customer. Perhaps this customer has a legitimate complaint and is fuming, or perhaps a customer is simply never satisfied or wants to challenge you on everything. It is important to continue to use good customer service skills on these difficult customers, but there are also a few specific strategies you can use.


  • Let them vent: Sometimes a difficult customer wants to say their piece more than they want to have a specific problem solved. He may want proof that someone in the company cares what they have to say, so prove it to him. Let him complain for a while and then inquire if there is a specific area where you can help.
  • Pass them on: Many times, a disgruntled customer needs a new face. In addition, another employee may think of a solution you did not consider. If a customer demands to see your superior, go ahead and let them see your superior. This is not an excuse to avoid difficult customers, but if you are causing more harm than good in a situation, consider passing one on.
  • Clarify yourself: Remember that you are far more familiar with your company than the average customer, so take your time to make sure the customer understands your suggestions. If he doesn’t understand, rephrase your words or creatively show them exactly what you mean. In this manner, you can eliminate your customer’s confusion.

Unfortunately, some customers are impossible to please. As a last resort, emphasize to a customer that you need to move on to helping other customers. Offer them some sort of conciliatory gesture (perhaps a contact name, address, and phone number for more information or further complaints) but then move on. Don’t let one customer take all your time and ruin the experience for every other customer.



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