416: Handling an Angry Customer – Skills & Self-Talk for Agents

Dealing with an angry customer can be tough, but the way you handle the situation can make all the difference. In today’s episode, we dive into key skills and self-talk strategies that help you stay calm, diffuse tension, and turn a frustrated client into a long-term one. We’ll discuss why it’s important not to mirror their energy, how to offer solutions instead of excuses, and when to draw the line with abusive customers. Most of the time, patience and kindness go a long way—but when necessary, knowing when to fire a client is just as important. Tune in for practical tips to handle these tough situations with confidence!

Today's episode sponsored by: https://theinsurancedream.com/digital-marketing