at work, have a customer started to get angry at u or yell at u?

If so, how would u handle it?

I deal with angry people everyday at work ... In my personal life I just yell right back cos RAAAAAR !!! But at work I've learned to just   repeat back what they are angry about and let them know I have listened to what they are trying to convey to me  ... Sometimes when  people are frustrated they just need to know they have been heard. By repeating it back to them it calms them ...cos they know they've been heard. Cos I said so ;)

Walk away

Yep, most days actually! I get yelled at and cursed at when the detoxing addicts are admitted to the hospital for an abscess in their arm and "it hurts" .....their bodies don't recognize pain medication anymore and I'm to blame? Whiners...my arm huuuurts....DUH.

I'm used to the love hate relationships experienced as a cop.  People love me when they think I'm on their side, but hate the ground I walk on if I'm not!  I would suggest you look into a class on Verbal Judo.  No your not going to drop kick them into liking you.  Verbal Judo teaches you how to descalate situations.  It is a learned skill, but has saved my butt many a time.  My last traffic stop the 20 something driver imeadiately jumped out of his car, when I saw me he laughed and said "I'm going to kick your ass, What are you going to do about it, old man!"  I just smiled, keyed the mic and told dispatch to roll an ambulance to my location.  The driver asked if the ambulance was for me.  I assured him calmly and professionally that the ambulance would be for his medical needs. Still smiling, I told him he was under arrest, and had a few choices to make. 1. He could go peacefully and in a mature manner.  2. He could go to jail kicking and screaming, but be able to tell his friends how a 65 year old man won that day. Or 3. Go to jail with a multiple felony record via the local hospital.  He looked somewhat dumb founded, and as such was taken into custody, handcuffed, as was being lead backways to my patrol car before he knew it.  No, you don't get to arrest people while working customer service, but you learn how to defuse the situation.  I took a four hour class, and was impressed enough to take more!  Most of the cops in Colorado are one man units, backup can be 20 minutes, to a hour away!  You learn to survive, or die!  Why let someone talk you into to something you want no part of.  Once you learn how to control the situation you have a better chance of winning by going home at the end of the day!

I asked this question. Watch this video for example

I used to work the customer service desk at department store. The day after Christmas there were four of us working the desk, so there were 4 lines and there were at least 20 people in each line. I had this one woman, as soon as she got to the front of the line start, start yelling at me. She said she didn't want to talk to me and that she needed a manager. I asked her hat the problem was, as we had three managers on duty and I wanted to be sure to call the right one. She said she wanted to exchange a shirt and she didn't have a receipt. I told her she didn't need a manager for that and to just go get the right size and I ill be glad to exchange it for her. She walked off too get the correct. I put on a smile and asked the next customer what I could do for her.  She asked how I could be so cheerful after being treated so poorly by the previous lady. I said that was easy as the problem just walked away. All the people waiting in all the lines just started laughing, and everyone was cheerful after that.

There are some people that excel at not hearing the angry tones and are listening instead to what the customer is saying. It's hard for me to do that but I certainly did my best.

I used to work at a Target customer service desk back in the late 1980's to early 1990's. Toward the end of the month, when the money was low, you could always tell by the type of returns that you'd get.

One lady wanted to return some sweat pants because "they weren't working out for her." I opened the plastic sack, pulled out the sweat pants - with about 20 people watching - shuddered when a couple of roaches crawled out of the bag with the sweat pants.

She was pissed because I wouldn't return the pants - they are been worn ALOT - they weren't even close to new - and she was pissed at ME because of the roaches!

I had to get the manager involved - she was drawing quite a crowd with her hollerin' and the presence of the roaches. One of the worst C/S experience I had. They did NOT refund her money, though. That's the good news.

I've only had one job where I had to deal with angry clients, and there were a lot of them. I found the key was never to respond with a No! My standard response was, "Let's see what we can do for you." Then I'd bring up their file on the computer and explain why we either could, or couldn't do what they wanted. Most times it worked.

From my point of view I thought it was important to remember that they weren't screaming at me, Didge, but at a representative of the organisation they were unhappy with.