Occasionally, every business has to deal with an unruly customer; it is part of doing business. No matter how carefully you explain your position, there is always one customer who will misunderstand and take offense.

Some Helpful Hints from your BBB:

If facing an unruly customer , try to maintain a clear mental difference between you and your role. Keep in mind that the complaint is not made against you personally, but rather against the policy, the product, or the service the customer has received. If you make the issue a personal one, you will become emotionally involved. That is not productive.

Try to remain calm.If you continue to maintain a quiet tone and a reasonable demeanor the argumentative person will sometimes tone down.

Once the customer is calm, decide what can be done about the problem. Sometimes it helps to agree a little. When you ease a complaint by saying, "I understand," or "What can I do to help?", you are not necessarily agreeing with their position, only with their right to be angry - if the story is the way they say it is.

Throw the ball in the customer's court.Ask them what they think can be done to resolve the problem. Your willingness to listen to what they want will make you appear cooperative and helpful, even if you ultimately cannot meet their expectations.

Discuss a possible resolution - remember not to make promises you are not prepared to keep. You can spend hours rebuilding a customer's trust, then lose the effort by not returning a phone call or not having a delivery truck show up on time. If you have to break a promise, let the customer know as soon as possible.

Avoid confusion - Have a clear understanding of what you have agreed upon with the customer. Reviewing the conversation gives both of you a chance to correct any misunderstanding and confirm what the other expects.