Positively Handling Negative Customers

Be Different. Deliver Excellence.


BEFORE getting help when technology breaks.


AFTER working with a good Service Desk.

May 10, 2016

5 Powerful Tips to Help a Frustrated Customer

Everyone experiences technology issues. Sometimes these can be very frustrating. When a customer reaches out for IT support, a good Service Desk anticipates their pain and is ready to help.

Unfortunately, we aren’t able to go back in time and change a sequence of events to avoid a frustrated customer. What you can do, is learn how to respond.

Here are 5 tips to handle an unhappy customer:

  1. Be calm, patient and actively listen to the customer.
  2. Validate their frustration and restate their problem for clarification.
  3. Personalize your response so they don’t feel like another number and use a positive, polite tone when speaking.
  4. Be empathetic and when it’s your fault, apologize!
  5. Follow-up to make sure everything is working as expected for the customer.

When a customer is frustrated, of course they seek a quick resolution, but they also need empathy. Dealing with frustrated customers can be one of the most challenging aspects of a job. A good Service Desk will work hard to help resolve the customers issue and WOW them with an exceptional service experience.

Category: Business Practices

About The Author

Ron McAllister

Ron McAllister is the Service Desk Team Leader at Collabrance. His responsibility is to ensure the team delivers a flawless customer service in managing incident restoration and service level agreements. He also monitors the team’s duties at the Service Desk to provide the best user experience. He started with Collabrance 2012 and was recognized by his peers as an Outstanding Achiever in 2014. Ron has an Associates of Applied Science in Electrical Engineering Technology.