Difficult Customer Interactions


Everyone runs into upset and angry customers from time to time. CSRs may face more angry customers than many other essential service staff. Some days CSRs must wonder if a single nice person is left in the world.

The key is to know how to best react and not take animosity personally. We’ll show you how to do both better.


Difficult Customers

Many new CSRs do not know how to handle upset, aggressive, complaining customers. Many hold these beliefs:

• The only way CSRs can learn is simply through experience, and that can take years to acquire.

• CSRs pick up their approach to dealing with angry ...

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