How to Deal with Difficult Customers

Listen and show it

A listening technique that works well in many different types of situations, empathic reflection doesn’t immediately try to solve, soothe or apologize for the other person’s feelings. It simply requires you to show that you are actively listening to the upset person.

Stay away from phrases like “I’m sorry” or “I understand,” since you may not understand and you probably aren’t sorry. Instead, show that you are listening by giving your undivided attention, nodding and then repeating their problem as they state it.