Tip of the week: Handle an angry customer in five calm steps

An angry customer is upset about a problem, rarely about you. Staying calm gives you the power to turn the situation around.

Try these steps:

1. Let them speak until finished, with no interruptions
2. Show you understand: "I can see why you are upset"
3. Apologise for the experience, even if you are not sure who is at fault
4. Offer a fair solution quickly, or explain what you will do and when
5. Thank them for telling you

Keep your voice low and slow. If the person is shouting, move them gently away from other customers and offer them a seat.

Never argue about who is right in public. Winning the argument but losing the customer is no victory.

If the person is abusive, politely say you will help once they calm down, and ask a colleague or the owner to step in if needed.

After the situation, note what went wrong and how to prevent it.

This week: practise these five steps with a colleague by role-playing a typical complaint.