Your customers often have valid frustrations and difficult experiences that can make interactions rough. Listening with an empathetic ear, though, will show you the way to providing this kind of customer with good customer service, because it’s easy to see what they need and how they feel.

But every once in a while, you will get a customer who just won’t be pleased, no matter what you do, and all of their concerns seem to be petty or unrelated. These are the tough ones. As an agent, you may be thinking, why me? This customer is clearly hashing out his marital problems by yelling at random strangers. Why did this have to be me?

We’ve all been there. It’s important is to disassociate your personal self from the conversation, keep your tone unaffected and professional, and shake it off when it’s over. Remember that a random stranger is all you are to this person. The hardest part of getting an earful from a wayward customer is bringing yourself back around for the next customer in line. Luckily, it becomes much easier with a plan in mind, so make sure you have a ritual for keeping a cool head in a rough situation!

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This post was written by Hallie Dunn

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