Ways to handle unreasonable or angry people

[Yuyki]

I work in the service sector and sometimes i meet with really unreasonable customers. I love my current job and my colleagues are great. Just that I find it a struggle when some customers just come at you directly, and take you as a punching bag. My boss has been really nice and have helped me on several occasions but I dont wish to be running to her all the time. Since she has her work to do as well.

Just wondering if anyone can share some tricks on tips on how they deal with angry or plain unreasonable customers and get them to listen to your explanation.

I can communicate perfectly fine with people, but once they turn nasty/angry, I seem to get tongue-tied and lost for words.

[Tilda3LH]

You have to be firm with them. Show them a confident look so that they will not dare to ''eat'' you.

[CharCharr]

You have to be firm with them. Show them a confident look so that they will not dare to ''eat'' you.

Agreed!

[Latinasunrise]

There are many unreasonable people around, some are just out to vent their anger on others, some are born to be big bullies. So you have to pretend that you are much tougher than these people so that you will not be taken advantage of.

[orangeyjellybeany]

I agree to the posts here! You must be firm and confident with them! Dont be scared of them, you have to be in control of the situation!

[Banyanresort]

Smile at them and make them feel like they are making a fool of themselves. Though such people don't deserve any respect, but as they are the customer, we just have to bear with them. Insult them without they realizing it is the best way to deal with them.

[imcutieyui]

Smile at them and make them feel like they are making a fool of themselves. Though such people don't deserve any respect, but as they are the customer, we just have to bear with them. Insult them without they realizing it is the best way to deal with them.

Nice! I like it! Subtle and fierce!

[sunnyflower]

I am working in the service sector too and meet quite a number of unreasonable / ridiculous customers who think that they can get everything they want by making demands.

There is no hard and fast rule. I will react according to situation.

When the customers are more unreasonable, take deep breath for 6 sec and u will realised that you are able to handle the situation better. Handing such customers is an art and skill which is ,unfortunately ,cannot be taught. Insult them in a nice way that they won't even realized that they have been insulted. Majority of them are just nothing but an empty vessel.

[steph j]

I work in the service industry too!

When dealing with unreasonable customers, the absolute best thing to do is to smile and not talk! If the customer is angry, the worst thing to do is to try and out-talk the customer. Let his or her anger run its course, meanwhile - smile, smile and smile! After the customer run out of things to say (usually: "So how?! What you going to do now?!"), I will apologize, and tell him/her that I want to help him/her and will try my best to reach a solution.

Then usually from there it's dependent on the situation (:

[HeadHunter_HRJ]

For these types of industries, it is important to keep your emotions and stay professional with friendly mood in whatever situation.