If you work in customer service, you will inevitably interact with angry customers. It comes with the territory. Their anger could be caused by a process or a product that’s gone awry. They may have already had a bad experience as they attempted to get resolution. Or maybe their anger is misplaced. For any number of reasons, the customer is frustrated or they’re confused.

It is important to be prepared to handle tough contacts. In my recent LinkedIn Learning course “Customer Service: Working in a Customer Contact Center,” I discuss seven core principles to guide interactions with angry customers. You can view the video below.