What to do with an Angry Customer? (And When It’s Time to Let Go)

Customer service can be nasty business sometimes.  Have you ever received an email from an angry customer?  It may have went a little something like this: “You are the worst company I have ever dealt with!”. Oops!  Now what?

It is very hard to find the right words when your customer is angry and starts to complain about your company, but read on for some tips.

First, don’t panic. Yes, it looks bad and we hate when someone is upset. Especially today when social media is so prominent and news spreads like fire. In most cases, when customers complain, they just want you to do your best to fix the issue and move on.

Also, be sure to track any complaints and problems. These will be useful later when you re-evaluate your policies and processes. Complaints are often clues.

Here are some basic tips to help you deal with an angry client.

1. 1. Be understanding.  A little empathy can go a long way here.  Acknowledge the way the customer feels and apologize for their frustration.  Just because you empathize doesn’t mean you agree with the client.  You can start out by saying “I understand how frustrating this is for you and I apologize…”.  Empathy lowers the temperature of the conversation.

 

1. 1. Don’t get defensive.  Yes, you will want to defend yourself but please refrain from doing it.  It will aggravate your customer more.  This is not about who is right or wrong, it’s about taking a problem, fixing it and making the customer feel valued so they stick with you.

 

1. 1. Take ownership.  It doesn’t matter if you’re are right or wrong, as a representative of the company you will need to take the blame. When you take ownership of the blame it reaffirms that the company is trustworthy and reliable.  If the issue is something you can’t handle on your own, be sure to be classy and professional when you pass the customer off to another member of your team.  Something like, “I’m very sorry, this is not a matter I am familiar with.  I am escalating your concern to …”

 

1. 1. Set clear expectations. Make a commitment to the customer that you will have the problem resolved in a specific time frame.  For example, “I have sent your refund request out for approval.  I expect to hear back tomorrow afternoon and will get in touch with you as soon as possible.” Specific timelines will help build confidence.

 

1. 1. Make an offer.  In cases of unhappy clients, they will generally ask for a refund.  Before the client asks for that refund, make an alternate offer.  If it’s a program, “I’m sorry it didn’t work out can I enroll you into our next program?”.  In the end, your customer wants something of value and if you can give it, they may not ask for a refund.

 

1. 1. Go above and beyond the normal, regular way customer complaints are handled.  When the complaint gets resolved successfully, offer up something special to them, like a coupon for 10% off their next purchase as appreciation for their business.

 

1. 1. Stick with it! If you make a promise – stick with it until it’s complete.  Don’t let it fall through the cracks.

 

1. 1. Follow up with the customer later.  A simple email to make sure everything is working fine and let them know you’re there if they need anything or have other questions.  If I may be blunt, show them you care!

 

In the end, you can’t please everyone but you can certainly give it your best shot.  And, from my experience, every customer can be won back.  It’s a matter of paying attention and making them feel like they stand out, they are important and they are valued.

What I’ve learned 13 years later…

When I first wrote this post in 2013, I truly believed this: Every customer can be won back. And honestly? That belief helped me build strong client relationships. It taught me patience, empathy, and ownership.

But here’s what I’ve learned over the years:

In 2026, I believe this: Not every client is meant to stay. There is a difference between a frustrated client and a misaligned or disrespectful one. Most angry clients simply need clarity and care. Those relationships can absolutely be repaired. But sometimes the issue isn’t a single complaint. It’s a pattern.

It May Be Time to Part Ways If:

• There is repeated disrespect or disparaging behaviour.
• Boundaries are consistently ignored.
• Agreed-upon processes are not followed.
• Policies are challenged repeatedly.
• Your team feels anxious or demoralized.
• You feel a sense of dread when their name shows up in your inbox.

One misaligned client can drain energy that should be going toward clients who value your work. Healthy businesses require healthy boundaries.

Ending the Relationship Professionally

If you determine it’s no longer a good fit, keep it simple and professional:

“After careful consideration, we don’t feel we are the right fit to continue working together. We want to ensure you receive support that truly meets your needs and are happy to assist with transition.”

No emotion. No lengthy justification. Just clarity.

You won’t please everyone. But you can give it your best shot. Lead with empathy. Take ownership. Fix what can be fixed. And when necessary you have to protect your standards. Customer service is about care. Leadership is about boundaries. The strongest businesses honour both.

 

Blog updated February 18, 2026