You're faced with a challenging customer complaint. How will you handle your frustration effectively?

First, your own frustration is a choice. Customers are going to be who they're going to be—that's their choice. Your response to them—whether frustration, empathy, or other, is your choice. Secondly, if you choose frustration, then at the very least do not respond to them as long as you are frustrated. Find time to decompress. Wait until you're in a calm mental state prior to responding. Communications that come from negativity will probably not yield positive results.

Why is there an assumption that a customer complaint results in frustration? As others have said, that is a choice, based on our interpretation of the event. We can tell ourselves a different story, leading to a different emotion and action.

To handle customer frustration effectively, remain calm and composed. Listen actively to understand their concern, empathize with their situation, and assure them that their issue will be addressed. Offer a solution or next steps clearly and respectfully, focusing on resolving the problem and restoring trust.