How Do You Handle an Angry Customer?

Anger is usually a sign there's a real grievance underneath it, not just poor manners - so the first move is letting them get it out, without interrupting or jumping straight to a solution. Trying to fix the problem before someone feels heard almost always draws the anger out longer, not shorter.

Once the venting has genuinely run its course, moving to "here's what I can do" resets the conversation from confrontation to problem-solving. If the anger tips into personal abuse or threats rather than frustration about the issue itself, that's the point to apply a clear, calm boundary and involve a colleague if needed.

Our Managing Challenging Behaviour course covers both sides of this - reading the difference, and knowing which response fits.