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7 Simple Yet Powerful Telephone Tips
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How to Successfully Deal With Angry and Irate Customers
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Published: September 9, 2025
Anyone who has ever dealt in front line customer service knows that there is one inevitable fact of life and that is at some point you will have to deal with an angry or irate customer.
Customers become upset or irate for many different reasons; a messed up order, a missed service appointment, a price increase, the list is endless.
But the truth is, it really doesn’t matter why your customer is upset all that matters is that you help resolve their issue as quickly and efficient as possible.
In order to help you help you we have compiled a list of a few smart tips that you can begin using today to help you successfully deal with your angry and irate customers.
• Allow your customer to vent their frustration to you without interrupting them.
• Don’t take your customers anger personally, they are not upset with you, they are upset with your company.
Customers become upset or irate for many different reasons; a messed up order, a missed service appointment, a price increase, the list is endless.
But the truth is, it really doesn’t matter why your customer is upset all that matters is that you help resolve their issue as quickly and efficient as possible.
In order to help you help you we have compiled a list of a few smart tips that you can begin using today to help you successfully deal with your angry and irate customers.
• Allow your customer to vent their frustration to you without interrupting them.
• Don’t take your customers anger personally, they are not upset with you, they are upset with your company.
• Avoid inciting your customer further with the wrong language or tone.
• Speak in a calm, warm, and professional voice.
• Sincerely apologize for what your customer is/has experienced.
• Acknowledge that you heard your customer and let them know you are there to help.
• Speak in a calm, warm, and professional voice.
• Sincerely apologize for what your customer is/has experienced.
• Acknowledge that you heard your customer and let them know you are there to help.
• Ask your customer if they’re willing to allow you to assist them.
• Clearly explain to your customer how you will resolve their issue and what steps or actions are involved in that resolution.
• If your customer is upset and doesn’t like your resolution, ask your customer “What he/she feels would be a satisfactory solution?”
• Personalize the conversation by using the (FEEL, FELT, FOUND) technique. It’s simple, just share you with your customer “What I get is that you FEEL ___________ about, when I experienced _________ I FELT __________, but what I FOUND out is that _____________.”
• Keep your conversation focused on SOLUTIONS not assigning blame or dwelling on the negative experience.
• If a customer escalates and wants to speak with a supervisor, do not take it personally or get defensive.
• Remember it’s not the end of the world, so shake it off and move on to the next customer.
• Clearly explain to your customer how you will resolve their issue and what steps or actions are involved in that resolution.
• If your customer is upset and doesn’t like your resolution, ask your customer “What he/she feels would be a satisfactory solution?”
• Personalize the conversation by using the (FEEL, FELT, FOUND) technique. It’s simple, just share you with your customer “What I get is that you FEEL ___________ about, when I experienced _________ I FELT __________, but what I FOUND out is that _____________.”
• Keep your conversation focused on SOLUTIONS not assigning blame or dwelling on the negative experience.
• If a customer escalates and wants to speak with a supervisor, do not take it personally or get defensive.
• Remember it’s not the end of the world, so shake it off and move on to the next customer.
Don’t take your customers anger personally, they are not upset with you, they are upset with your company.
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