TURNING TENSION INTO TRUST Smart Strategies for Handling Tough Customers
Rude customers are a growing problem for businesses.
According to the Society for Human Resource Management, more than 70% of workers experienced or witnessed acts of incivility daily for three months in 2024, damaging employee productivity and morale.
making eye contact, avoiding distractions, and signaling your interest by verbally confirming you hear their concerns.
Repeat a description of the customer’s complaint to show that you understand. For example, you might say, “If I understand you correctly, you’re upset because the product you received arrived too late for you to use.” This shows the customer you’re paying attention and validates their emotions. Figuring out the underlying issue can help you respond most effectively. Even if your business is not to blame, never descend to the level of an irate customer by abandoning your professionalism, politeness, or respect. Instead, apologize for their distress and work with them to find a solution. With luck and a little skill, you can turn that stressful encounter into an opportunity to show you are committed to excellent service — and transform that irate customer into a loyal, trusting fan.
Is it ever okay to “fire” a customer? Or is there a hidden upside to investing the time and energy required to win them over?
Challenging customers allow you and your employees to practice active listening and show empathy for the customer’s anger or frustration. Consider the possibility that the customer is having trouble understanding what to expect from your product or how to interpret the instructions. In some cases, the customer’s problems may have nothing to do with your company. They could be looking for attention or venting to ease their own anxiety over other issues.
To understand the problem in depth, allow the customer to voice their complaints completely — don’t interrupt them. Practice active listening by
BUDGET SMARTER, NOT HARDER
The Best Budget Apps to Keep Your Finances in Check
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Budgeting isn’t the most exciting thing in the world, but it’s vital if you want to reach your financial goals. Whether trying to break free from the paycheck- to-paycheck cycle, saving for a dream vacation, or keeping yourself from impulse-buying, the right app can make all the difference. Thankfully, budgeting apps have come a long way, and in 2025, these top picks will help you take control of your money. YNAB: For Serious Budgeters YNAB (You Need a Budget) is ideal for those who want complete control over
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