How to Deal With Rude Customers

Let me start by saying congratulations on your job! You’re probably excited but also a little nervous about dealing with customers. Don’t worry — anyone working in public-facing roles has to deal with difficult or impatient customers. It’s part of the job. But handling them doesn’t have to be stressful.

I want to offer a different perspective, coming from someone who struggles with anxiety and panic. Dealing with rude or impatient customers can be challenging, but the mindset makes all the difference.

1. Be Grateful

I had to change my mindset and remind myself that the job I have is either the one I prayed for or the income I needed. Start each day by being grateful that God has blessed you with income. When you remind yourself of this, it helps during stressful moments with difficult customers.

Think about it: when you were jobless, it was probably scary and uncertain, right? Some people are still searching for ways to survive week to week. Some are in serious debt and can’t see a way out.

If you’re dealing with annoying people while also getting paid to help them, you’re doing something right — and I’m proud of you, even if no one else says it. It's what we have to do in our position for ourselves.

2. Don’t Take Insults Personally

Never take insults personally. Responding in anger can escalate situations quickly. The best satisfaction comes from staying calm, lowering your voice, and either offering help directly or getting a manager involved to solve the problem as quickly as possible.

Here are some practice responses:

"I'm very sorry this happened. Could you tell me the date of the transaction so I can look it up and get this resolved?"

"I'm so sorry. Let me get my manager to make sure you have the correct information."

"I wasn’t aware this happened, but I’d be happy to help."

If someone is name-calling:

"Would you like me to get my manager? I’m sure they can help you faster."

If you’re not in management and someone is pressing you for a fight, de-escalate immediately with kindness. Often, when you respond with patience, people feel guilt or embarrassment afterward for acting out.

Some people are smart and aware if they can get you to lash back, they could probably get something for free. This happens more than you think. We get rage-baited A LOT!

3. Remember People Have Bad Days

Sometimes when someone is mean or complaining, I pretend they’re just having the worst day and taking it out on me. I remind myself I can either make the situation worse or help. Some days, you might actually brighten someone’s bad day, and that is a rewarding feeling.

Example:

A regular customer comes in asking for a small coffee. Her card declines. She curses because she left her wallet in the car and she’s late for work.

You could respond:

"How about I just charge you next time you come in?"

"Let me ask my manager if we can give it to you on the house. Be right back!"

Yes, you can be kind and go above and beyond. Even if your boss doesn’t notice, someone will remember your kindness, and that blessing may return to you when you need it most.

Don't be fake about it. Want to help. It feels better. Treat a job as a place to learn, grow your patience in people. Take it like a free class. You're getting better at something each day.

4. Do Good Things for the Sake of God

If you only try to be nice for other people, you’ll always be disappointed and tired. Do good for God, and view every kind action as building blessings. That’s exactly what you’re doing — creating good energy in the world while staying true to yourself.

5. Take Care of Yourself

I’ve been in customer service for 10 years. One of the best lessons I learned was not to take people’s opinions personally. Some customers are miserable, tired, or having a bad day. We’re not robots, and that’s okay. Kindness will always come with a reward, and if not in that moment, maybe it's just delayed for the right time...

Pausing, remaining silent when needed, and clear communication go a long way.

You’ll be fine.

Ask for any work advice here!