Dealing with a difficult customer is one of the toughest challenges for frontline staff. Of course, no business is immune to difficult customers so these strategies will help you effectively mediate disputes and turn difficult customers into devoted fans.

It’s vital to let an angry customer vent their feelings while you give them your full attention. You may feel compelled to interrupt as they recount what’s transpired, but don’t interrupt. Let them continue. In person, make eye contact, be alert and show empathy, nodding from time to time, even if the customer is irrational. Over the phone, make the occasional indication that you are listening and empathising, even just a sympathetic “oh” sound. If you want to raise an issue, leave it until they’ve finished, perhaps making notes as they speak.

Let your customer vent all of their anger in one burst after which you can focus on the solution. And when they have finished speaking - or shouting - leave a second or two of silence (pause 1 sec) and make your initial response an empathetic one.

Allowing the customer to get it all out of their system reinforces the fact you have listened intently and almost certainly will have a full understanding of their complaint.