No one likes to be yelled at. But in the hospitality field, it’s going to happen. Frustrated or angry customers will likely holler at you for things that may not even be in your control. You will learn all kinds of ways to diffuse the situation, including how to use smart psychological tips to regain control of the customer and protect yourself. We’ve pulled together four tips to deal with angry customers in ways that will help you handle even the most difficult situations in the hospitality and service industries.

Tips To Deal With Angry Customers:

Lose the Fear

You’ve experienced the warning signs of an escalating customer. Crossed arms, a furrowed brow, sarcasm, angry gesturing; we’ve all been there. Feeling and seeing these signs can make your shoulders hunch around your ears and put a gnawing feeling in the pit of your stomach. The first tip for dealing with an upset customer is to let go of fear.

We’re not talking about physical fear; if you feel that, call security. We mean the fear that you’re losing control of the situation as it escalates. This could make you combative and defensive, two techniques that will not work in the hospitality industry. Instead, focus on simply listening to understand the solution, and then engage the customer in working toward that solution together. This way, instead of you being responsible to fix the problem, you work with the client to make things happen. Try starting with this line, “It’s terrible that (the incident) happened. I’m aware that this (incident) could (ruin your stay with us or give you a bad experience). I appreciate your patience as we work together to resolve the issue. Thank you.”

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Try “Chunking” the Problem

Do you know how to eat an elephant? One bite at a time.
Chunking the problem is a process of breaking it into “chunks,” or more manageable pieces in order to solve each one. It’s a helpful process for handling insurmountable problems like a big customer problem or even your daily task list.

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Deal With the Anger

What no one thinks about when dealing with an angry customer is that anger is a natural emotion. Instead of justifying your actions to the angry customer or feeling afraid of this emotion, stay calm and listen. Take the frustration and the problem itself seriously, but know that anger is useless for actually solving the problem. Thank the customer for bringing it to your attention, let them know you understand, and then figure out how to solve the problem.

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Grab Your Zen and Stay Calm

Dealing with conflict is a standard part of any job. While you can’t control the conflict, you can control how you respond to it. In this case, respond calmly, being careful not to pile your emotion on top of the customer’s – which only escalates the conflict. Never treat the client with disrespect or scorn; it reflects poorly on your organization and also on you. If you get upset, the circuit will be complete between the customer and you — which will only amplify the negative emotional upset.

Managing Workplace Tension to learn more click here!

Don’t Get Mad, Call Gecko

The Gecko Hospitality team is ready to help you learn new skills in your next hospitality position. Talk with our talent team about the kinds of jobs available and get started today.

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