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# Deal With Difficult Customers (3 of 3) - When The Customer Complains: - Be an active listener, and let customers know they are not being ignored - Give the customer a little time to vent, and apologize when you can - Don't be defensive - Know how your employer wants you to handle...

# Deal With Difficult Customers (3 of 3) - When The Customer Complains: - Be an active listener, and let customers know they are not being ignored - Give the customer a little time to vent, and apologize when you can - Don't be defensive - Know how your employer wants you to handle a situation where you were verbally abused - If the customer is complaining about a product or service that is not from you company, don't say "That's not our problem" - If the complaint is against you or your product, identify the underlying problem if you can - Sometimes simply making progress or reducing the problem to a manageable state reduces the customer's anxiety - Point out ways you think communication could be improved