Handling clients is a reality in many industries, and knowing the right strategies to use when dealing with difficult customers can help turn frustrating interactions into positive outcomes. From active listening to managing expectations, these techniques allow you to stay calm, professional, and effective.
In this article, we’ll share practical tips to help you navigate even the toughest customer challenges with ease.
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Strategies to use when dealing with difficult customers
When handling difficult customers, applying a few key strategies can make the situation more manageable. These approaches not only help you defuse tense interactions but also create opportunities to enhance customer satisfaction.
- Stay calm and composed. Keep your emotions in check to avoid escalating the situation.
- Listen actively. Let the customer express their concerns fully before responding. “Listening is critical when dealing with difficult customers,” says Mitchell Kahl, sales manager at SIP.US. “I always emphasize the importance of truly understanding what the customer is communicating.”
- Identify the real problem. Dig deeper to understand the underlying issue causing their frustration.
- Empathize with their frustrations. Show understanding and acknowledge their feelings with phrases like, “I completely understand how frustrating this must be for you,” and “Let’s work together to fix this.” These statements help validate their concerns while also moving toward a solution.
- Offer clear and multiple solutions. Provide practical steps or options to resolve the issue. “Giving customers the option to choose how they want to resolve a problem demonstrates our commitment to their satisfaction,” Kahl says. “This approach often diffuses tension by allowing them to feel more in control of the outcome.”
- Set boundaries. Know when to stand firm, especially if the customer is being unreasonable or disrespectful.
- Follow up. Ensure the issue is fully resolved by checking in afterward if necessary.
Bonus tip: Seek support when necessary. You don’t need to handle everything yourself. If the issue requires help from another department or person, refer the customer to the appropriate team while ensuring a smooth handoff.
10 types of difficult customers––and how to handle them
The strategies above are essential for handling any difficult customer, though some approaches work particularly well with specific types—as you may know, challenging customers come in many forms.
So, what is the best way to deal with difficult clients? Recognizing their behaviors and adjusting your response can make a big difference. Here are 10 common types of difficult customers and tips on handling each one (with examples!).
1. The impatient customer
They push for immediate attention and faster service, often showing frustration if they feel their needs aren’t being prioritized.
How to deal: Acknowledge their urgency and provide realistic time expectations. If possible, prioritize their request to show you’re taking action.
Example
A customer repeatedly calls, demanding faster delivery. You respond by explaining the current wait times and offering updates along the way to ease their frustration.
2. The indecisive customer
They need extra guidance and reassurance to make decisions, often appearing overwhelmed or hesitant.
How to deal: Provide clear, simplified options with pros and cons. Be patient, and ask guiding questions to help them focus on key aspects of the decision.
Example
A customer struggles to choose between two products. You walk them through the features of each, pointing out how each product aligns with their specific needs.
3. The angry customer
They express frustration and emotion, often requiring calm and empathy to de-escalate the situation.
How to deal: Let them vent, stay calm, and express understanding. Apologize for any inconvenience and offer a solution to address the issue.
Example
A customer is upset about a billing error. You let them vent, saying, “I understand your frustration—please share what’s bothering you.” After listening, you stay calm and respond with, “I’m sorry for the inconvenience. Let’s fix this now.” Then you offer a solution: “We’ll correct the billing error and ensure it doesn’t happen again. I’ll follow up to make sure everything is resolved.”
4. The demanding customer
They expect special treatment or unrealistic outcomes, frequently pushing boundaries.
How to deal: Be polite but firm. Set clear boundaries, explain company policies, and offer reasonable solutions that align with what can actually be provided.
Example
A customer demands a free upgrade. You politely respond, “I understand your request, but that’s outside our policy.” Then, you offer a compromise: “However, I can offer you a discount instead to make this work for you.”
5. The silent customer
They keep concerns to themselves, which can make it harder to identify and resolve issues.
How to deal: Ask open-ended questions and encourage feedback to uncover hidden concerns. Reassure them that their input is valuable.
Example
A customer seems unsatisfied but doesn’t say much. You ask, “How can we improve your experience today?” which helps them open up about a service issue.
6. The know-it-all customer
They believe they have all the answers and may dismiss your advice or expertise, sometimes challenging your knowledge.
How to deal: Acknowledge their knowledge while gently offering additional information or perspectives. Frame your suggestions as enhancements rather than corrections.
Example
A customer insists they know the product better. You say, “I can see you’ve done your research! I just wanted to share a few extra features that might be helpful.”
7. The passive-aggressive customer
They avoid direct confrontation but express dissatisfaction through sarcasm or subtle negativity.
How to deal: Address the underlying issue calmly and directly. Ask if something is wrong and offer a solution to improve the situation.
Example
A customer says, “I guess you’re too busy to help me.” You respond by asking, “I understand things may have been slow today—how can I assist you right now?”
8. The bargain-hunter customer
They constantly push for discounts or better deals, often unwilling to accept standard pricing.
How to deal: Highlight the value of the product or service and explain any available promotions. Avoid over-negotiating and stay firm on pricing if necessary.
Example
A customer asks for a lower price. You explain the quality and benefits they’ll receive for the current price, along with any upcoming sales or special offers.
9. The chronic complainer
They regular find faults or issues, regardless of the quality of service or product, making every interaction feel like a test.
How to deal: Listen carefully, show empathy, and address legitimate concerns. If they continue complaining without reason, politely guide the conversation back to productive solutions.
Example
A customer complains about minor details in every interaction. You calmly acknowledge each concern by saying, “I understand this is frustrating for you, and I appreciate your feedback.” After showing empathy with, “I can see why you’d feel this way, and I want to make sure we address your concerns,” you refocus the conversation: “Let’s focus on how we can resolve this issue today. Here’s what I suggest we do…” This keeps the discussion productive and solution-oriented.
10. The overly chatty customer
They engag in lengthy, off-topic conversations, making it challenging to address the issue at hand efficiently.
How to deal: Politely steer the conversation back to the main point by summarizing their needs and focusing on resolving the issue quickly.
Example
A customer starts talking about unrelated personal matters. You listen briefly, then redirect by saying, “That’s interesting! Let’s make sure we get your issue sorted first.”
Improving key skills for dealing with difficult customers
Handling difficult customers requires more than just patience—it takes a refined set of skills. “Active listening and problem-solving are critical skills for enhancing customer service,” says Dylan Cleppe, CEO of business consulting and services company OneStop Northwest. “In my 20 years of experience, I’ve found these abilities essential for addressing customer feedback efficiently.”
There are several other skills that will help you navigate tense situations with ease and manage even the most challenging interactions with confidence and professionalism.
- Active listening: This skill involves fully concentrating, understanding, and responding thoughtfully to what the customer says. Practice fully focusing on the speaker without interrupting. Summarize what the customer said to confirm understanding and ask clarifying questions when needed.
- Emotional intelligence: This means recognizing and managing both your own emotions and those of others. Develop self-awareness through mindfulness practices, and work on recognizing and managing your emotions. Empathy exercises, like role-playing scenarios where you switch perspectives with a customer or journaling about customer interactions to reflect on their feelings, can also help you better understand them.
- Patience: This is the ability to stay calm and composed even under pressure. Practice staying calm in stressful situations. Take deep breaths or pause before responding to avoid reacting impulsively. Over time, staying composed becomes second nature.
- Problem-solving: It involves identifying the core issue and finding practical solutions. Improve this skill by asking the right questions and running through potential solutions ahead of time, so you’re prepared with clear, actionable steps.
- Empathy: This allows you to understand and share the feelings of another person. Put yourself in the customer’s shoes during every interaction. Reflect on past experiences where you felt frustrated as a customer and use that insight to guide your responses.
- Adaptability: This means being able to adjust your approach based on the situation or customer’s needs. Work on being flexible depending on the customer’s personality or mood.
- Conflict resolution: This focuses on finding mutually agreeable solutions during disagreements. Learn negotiation techniques and focus on win-win solutions. Practice finding compromises that address the customer’s concerns while upholding company policies.
The importance of managing difficult customers effectively
Satisfied customers are essential to business growth. They're more likely to become repeat buyers, refer new clients, and promote your brand, driving both profitability and long-term success. Customer satisfaction goes beyond being a simple metric; it serves as the foundation of a strong, thriving business.
Cleppe underscores the direct link between customer satisfaction and business growth. His company helped a startup increase online revenue by 300% in just one year through personalized strategies. “Satisfied customers lead to increased sales and positive word-of-mouth,” he says.
Focusing on customer satisfaction builds loyalty and drives long-term business success. Implementing effective strategies to use when dealing with difficult customers turns challenging situations into opportunities to strengthen relationships, boost growth, and enhance your brand's reputation.