Customers might get angry for a variety of reasons, some justified, some not. Whether they confront you face-to-face, over the phone or in Live Chat, you are likely to encounter frustration, aggressiveness, irritation and very little patience. Handling such customers is one of the most difficult, stressful and challenging parts of the customer service job.

While unhappy customers tend to spread their negative experiences through word-of-mouth, online customer reviews and comments in social media channels, it can really hurt your brand’s reputation and even lead to revenue loss. On the other hand, the right response to a customer complaint can actually turn those unsatisfied customers into your loyal fans.

Check our Infographic with 10 simple tips on how to handle angry and rude customers effectively and 10 great quotes to remember when dealing with them. Have something to add? Feel free to share your thoughts in the comments.

The hospitality and tourism industry is collectively considered the single largest employer in the world today.  It is unique from many other industries in that it requires a substantial measure of both tangible and intangible asset care.  It is an industry that requires large amounts of capital, yet is one that requires and intense commitment to the "people"side of service.  This workshop shares lessons from 18 people who have dramatically influenced the Hotel Industry.

Keys to Success Agenda and Learning Results

• Original  Pioneers as A Catalyst of Change
• Hospitality Managers and Leaders
• Visionaries and Hospitality Educators  

I can distinctly remember the first time I was truly “wowed” during a hotel stay. It was during my first year at HotelNewsNow.com when I attended The Hotel Ezra Cornell event at the university’s on-campus Statler Hotel. I was so impressed with the property’s personal, attentive and cheery staff, that I detailed the experience in a blog titled “Five no-cost tactics that add value.” It remains one of my most-read blog entries to date.