Dealing with upset customers is part of the job. Knowing how to handle these situations can turn a negative experience into a positive one.
Calm the Situation with LEO
The LEO method—Listen, Empathize, Offer solutions—can help diffuse tense situations.
- Listen: Let the customer explain their issue without interrupting.
- Empathize: Repeat their concerns back to them to show you understand.
- Offer solutions: Provide alternatives and avoid saying “no.”
Using LEO helps resolve conflicts and leaves customers feeling heard and respected.
Stay Professional
Always keep a cool head, even when dealing with difficult customers.
- Stay calm: Don’t let your emotions get the best of you.
- Be respectful: Treat every customer with respect, no matter how they behave.
- Find a solution: Focus on solving the problem in a way that satisfies the customer.
Handling upset customers well shows your professionalism and can turn a bad situation around.
