7 Ways to Deal With Difficult Customers

Nobody wants to deal with unhappy, difficult or angry customers. However, in most cases the company representative taking an angry call is often in the driver’s seat regarding the outcome, says Jeff Mowatt, a Calgary, Alberta-based customer service strategist, author and speaker.Mowatt shares seven tips to better handle upset customers:1. Watch the tone“In the first 15 seconds of a call, you can tell whether it’s going to be a positive or negative interaction based entirely on the tone of voice, and the way caller articulates,” he says. “If they speak rapidly and the pitch of their voice rises, the customer