Anyone who has worked in customer service has likely encountered an angry or upset customer at some point—whether through raised voices, frustration, or rude behavior.

By following the best practices below, you can help your agents handle these situations professionally, de-escalate tension, and turn dissatisfied visitors into loyal customers through a positive support experience.

Stay Calm

The first and most important step is to remain calm. When speaking with a frustrated customer, remember that you are representing not only yourself but also your company. Staying composed under pressure reflects professionalism and builds trust.

If a customer begins using harsh language or insults, remind yourself that their frustration is not personal. Respond with a calm and understanding tone, avoid excessive punctuation or emotional language, and allow the customer time to express their concerns. This approach alone can significantly reduce tension.

Rather than focusing on rude remarks, concentrate on resolving the issue. The faster you provide meaningful assistance, the sooner the conversation can shift from frustration to resolution.

Prepare Helpful Scripts

Canned Messages play an important role in helping agents respond quickly and consistently, especially in challenging situations. Making an unhappy customer wait can worsen their frustration, so having ready-to-use responses helps keep conversations moving.

Encourage your support team to share phrases and responses they have found effective when handling difficult customers. Consider creating a dedicated Canned Message category specifically for these scenarios.

These scripts are especially valuable for new hires or less experienced agents, providing proven guidance during stressful interactions. If your team does not already have scripts prepared, Comm100’s 101 Ready-to-Use Live Chat Scripts for Sales and Customer Service can help you get started.

Personalize Your Response

While canned messages are helpful, no frustrated customer wants to feel like they are receiving a generic reply. Use scripts as guidance, but personalize your responses by addressing the customer by name and referencing their specific situation.

Research shows that hearing one’s name helps create a sense of recognition and understanding. Personalization makes conversations feel more human and less transactional, which is especially important when customers are upset.

To add a personal touch:

• Avoid technical jargon and use clear, simple language.
• Use a profile photo to create a more human connection.
• Ensure shortcuts and canned responses fit naturally within the conversation.
• Review the customer’s chat history so they don’t have to repeat themselves, and reference past interactions when relevant to show awareness and continuity.

Show Empathy

Empathy is the ability to understand and share another person’s feelings by seeing the situation from their perspective. In customer service, this means acknowledging frustration and showing genuine concern.

Consider these two scenarios:

• Scenario A: The agent offers no explanation or reassurance, leaving the customer feeling helpless.
• Scenario B: The agent apologizes, acknowledges the frustration, explains available options, and stays engaged until a solution is reached.

Empathy helps you:

• Build stronger relationships with customers
• Better understand customer needs
• Recover from negative experiences
• Improve customer retention
• Strengthen your brand image

A simple acknowledgment of how the customer feels can go a long way in restoring trust.

Use Positive Language

After understanding the customer’s concern, focus on solutions using positive language. Small wording changes can greatly influence how your message is received.

For example:

Instead of "I don't know.", say "Let me find that information for you."

Instead of "I can't help with that.", say "Let me connect you with someone who can assist."

Positive phrasing positions you as part of the solution rather than another obstacle.

Seek Assistance from Another Agent

While resolving an issue within a single interaction is ideal, some situations require additional help.

• If you are unsure about the issue, involve another agent who may have more experience.
• If the issue falls outside your expertise, transfer the chat or call to the appropriate specialist.
• Before transferring, brief the next agent using internal notes or agent communication tools so the customer does not need to repeat their story.

Smooth handoffs demonstrate teamwork and respect for the customer’s time.

Go the Extra Mile for the Customer 

Once the main issue is resolved, ask if there is anything else you can help with. Customers often have additional concerns that surface once the initial frustration is addressed.

Taking a few extra moments to assist further shows genuine care and commitment, leaving customers with a positive impression and increasing the likelihood of long-term loyalty.