Articles - Angry Customers

Dealing with angry or upset customers is one of the toughest parts of contact centre work, but also one of the most important skills to master. This collection brings together practical guidance, expert insights, and training resources on managing challenging customer interactions. Discover proven ways to calm tense conversations, show empathy under pressure, and support your team through emotionally demanding calls. With advice on tone, resilience, and de-escalation techniques, this content will help you turn frustration into resolution and deliver better outcomes for everyone involved.