If a customer is being rude to you, there’s a fair chance that someone has made a mistake along the way, and an equally fair chance that someone else messed up again when trying to fix it. The customer’s level of trust in your organisation may be fairly low, so you’re going to have to work hard to turn that around.

Start by simply listening. Let them vent and get their anger off their chest. Interrupting won’t work here. Let them talk themselves out. At the same time ascertain what the real issue is and try to understand why they’re upset.

By letting the customer vent, they get everything off their chest and are then more receptive to your solution. By listening carefully to what went wrong you can then come up with the best solution to the situation and by asking them if they’re okay with your solution, you allow them a sense of control. So remember, listen, let them vent and then focus on a solution that meets their needs.