Tips for Handling Your Own Anger/Frustration

Sometimes, when dealing with an angry customer, your own emotions may get the better of you and you will become angry or frustrated. Just as there are ways to help the customer with his anger, there are also things you can do to help yourself with your angry feelings:

• Don’t take it personally. This is easy to say and hard to do. Talk to yourself positively. “I know this customer is not angry with me, I am going to remain calm and try to be helpful.”
• Do some physical activity to relieve stress. Notice how your body is reacting.
• If your palms are sweaty, wipe them off.
• If your neck and shoulders are tight, drop your shoulders down and drop your neck forward and side-to-side.
• If your fists are clenched, unclench and flex your hands.
• Take a short break. As we discussed earlier giving the customer a chance to calm down by putting him on hold, you may need to do the same for yourself. Excuse yourself and take a short (short!) break. Use some of the physical tension relievers mentioned above.
• Talk to someone. After the contact is over, you may need to vent your feelings to a friend. This will help you get the feelings out and put you in a better frame of mind to handle the next customer. A word of caution, however, don’t fall into the “poor me” syndrome by complaining after every contact. It’s time for a little self-analysis and evaluation if you find that happening.