The exact opposite of the meek customer, the aggressive customer will loudly voice any complaints and will not accept excuses.
How to Respond: Thank the customer for sharing their concern and listen. Be polite, agree on the definition of the problem, and explain what is being done to resolve the situation and when.
The Risk: In heated customer situations, it is easy to become confrontational. Mirroring the customer's aggressive behavior will only make the situation worse. Thanking the customers for sharing their concerns. Let them know the staff are interested in hearing what they have to say and reaching a mutually-beneficial resolution.
