Most customers are reasonable, but some can really push your buttons. They may use foul language, a condescending tone of voice or act as if you are personally responsible for every problem in their lives.

Angry customers are so wrapped up in their emotions that they often forget that you’re a living, feeling person. Gently defuse a tense encounter with statements such as: “Have I personally done something to upset you? I’d like to help. Please give me a chance.”

That will help return the customer’s focus to the issue that needs to be resolved. The words “Please give me a chance” work like a charm. It’s a rare customer who won’t, even grudgingly, give you a chance. And that’s often all it takes to turn around an irate customer.

- Adapted from Delivering Knock Your Socks Off Service, Kristin Anderson and Ron Zemke, printed in Communication Briefings, September 2003