--- title: How to deal with aggressive customers description: Learn how to handle a customer who is aggressive with you or your team member. 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TRY THE CALCULATOR](https://www.typsy.com/roi-calculator) - [Pricing](https://www.typsy.com/pricing) [SIGN UP](https://www.typsy.com/pricing) [BOOK A DEMO](https://www.typsy.com/contact/demo) [Help Center](https://intercom.help/typsy/en/)[Contact Us](https://www.typsy.com/contact) Hotels # How to deal with aggressive customers [Komal Fatima](https://blog.typsy.com/author/komal-fatima) Mar 28, 2022 --- What is the first thought that comes to mind when talking about an aggressive customer?  The stereotype of a privileged person who demands proper service, screaming and shouting; without concern for the hospitality staff serving them. Working in the hospitality sector you will encounter customers who either talk directly to you or the manager or since the internet has made it possible, leave negative reviews affecting the business and your growth professionally. As a hospitality staff member ensuring [guests have a positive experience](https://www.typsy.com/courses/guest-experience-fundamentals) in your venue is your topmost priority. In this blog post, you will learn 6 quick tips on how to deal with aggressive customers and prevent a hysterical showdown. [![Typsy Blog feature image 600x350 px (28)](https://blog.typsy.com/hs-fs/hubfs/Typsy%20Blog%20feature%20image%20600x350%20px%20(28).png?width=600&name=Typsy%20Blog%20feature%20image%20600x350%20px%20(28).png)](https://www.typsy.com/lessons/dealing-with-a-hostile-guest) ## 1) Reflective listening When you’re upset and someone says “I understand but…” or “Okay, I agree, but…” does it feel better? Not really. Passive affirmation doesn’t make things better, it just adds to the frustration.  Instead of simply agreeing with your guests or using the dreaded ‘but’, listen to them, nod, and positively understand their concerns. Solve the problem if you can or provide them with alternatives when possible.  For example, you could respond to a complaint about your[room service](https://www.typsy.com/courses/room-service-essentials) with: “Yes, I understand you are unhappy with our room service, we’re very sorry, let us arrange…” this reflective listening method makes the customer feel understood and heard. It encourages them to reflect positively when all their demands are fulfilled. ## 2) Beginner's mindset Instead of approaching any situation with prejudice, talk to customers with a beginner's mindset. This means each concern a customer has doesn't deserve a curt reply. Instead, address the issue with concern and unfamiliarity.  For example, if a customer's luggage is misplaced, and they complain to you, instead of telling them to relax and wait for it to show up in lost and found, show immediate concern and arrange for someone to retrieve it. Regardless of what previous experiences you’ve had with the issue, approach it as though it was the first time and ensure you address their concerns with importance and prioritize their comfort and safety. ## 3) Face your fear We get it, the customer is always right. But that doesn’t mean your opinion and concerns aren’t valued. The fear of negative consequences drives several of our reactions. There are times when the customer's behavior is unmanageable, either they hurl insults or are offensive in any manner. So instead of apologizing out of fear, provide a fix, or validate their feelings by [interacting with them](https://www.typsy.com/courses/interacting-with-guests) and reminding them politely of how you can accommodate them.   --- ### **![https://www.typsy.com/lessons/dealing-with-a-hostile-guest](https://blog.typsy.com/hs-fs/hubfs/Typsy%20%20We%20teach%20hospitality%20to%20the%20world%20%20typsy.com%20blog%20banner%20_.png?width=600&name=Typsy%20%20We%20teach%20hospitality%20to%20the%20world%20%20typsy.com%20blog%20banner%20_.png)** ### **Access Typsy to watch** ### [**https://www.typsy.com/lessons/dealing-with-a-hostile-guest.**](https://www.typsy.com/lessons/dealing-with-a-hostile-guest) **Learn your way - starting today.** --- ## 4) Explanation When it comes to customer satisfaction, giving a proper explanation is the key. Instead of nodding, and saying ‘you got it.’ you might want to explain what you’ll be doing and how you’ll make sure that all their needs are met and are properly catered to. It's important to give a proper timeline, and explain the process to the customer which will satisfy their needs, and make them happy and appreciate your efforts. ## 5) Keep calm The most important rule of hospitality is to keep calm and maintain a cool composure. Addressing issues with a certain level of professionalism gives the customer a sense of relief knowing that their issues are being handled properly and with utmost understanding. People mirror emotions, so if you are friendly and understanding, the customer will automatically reflect your positivity. ## 6) Have each others' back As members of the hospitality venue, you’re part of a team. Defending or speaking up for your fellow employees shows great [leadership qualities](https://www.typsy.com/courses/introduction-to-leadership). If you see a guest bullying a fellow staff member, step up and intervene or inform the manager. Many businesses have bullying and harassment guidelines and protocols to follow, so ensure you know what your business has set in place. Handling angry customers can be overwhelming and scary, so remember to remain calm and focus on passive listening, be sincere and give explanations, set timelines for tasks and face your fears, but most importantly face every issue with a beginner's mindset!   Are you interested in contributing to the Typsy Blog? If you are an up-and-coming hospitality blogger, are interested in hospitality-related concerns, or have a hospitality-related opinion that needs to be heard, [reach out to us](mailto:hello@typsy.com) today!    ---   **You might also like:** | **[![money](https://blog.typsy.com/hs-fs/hubfs/Typsy%20Blog%20feature%20image%20600x350%20px%20(24).png?width=200&name=Typsy%20Blog%20feature%20image%20600x350%20px%20(24).png)](https://blog.typsy.com/7-money-saving-tips-to-stick-to-your-2022-budget)** [Seven money-saving tips for your 2022 budget](https://blog.typsy.com/7-money-saving-tips-to-stick-to-your-2022-budget) | **[![hospitality-hotel-bed](https://blog.typsy.com/hs-fs/hubfs/Typsy%20Blog%20feature%20image%20600x350%20px%20(23).png?width=200&name=Typsy%20Blog%20feature%20image%20600x350%20px%20(23).png)](https://blog.typsy.com/keeping-your-customer-in-the-front-of-your-mind)** [Keeping your customers in the front of your mind](https://blog.typsy.com/keeping-your-customer-in-the-front-of-your-mind) | **[![woman-typing-and-making-notes-on-notepad](https://blog.typsy.com/hs-fs/hubfs/Typsy%20Blog%20feature%20image%20600x350%20px%20(22).png?width=200&name=Typsy%20Blog%20feature%20image%20600x350%20px%20(22).png)](https://blog.typsy.com/three-free-marketing-tools-to-try-in-2022)** [Three free marketing tools to try in 2022](https://blog.typsy.com/three-free-marketing-tools-to-try-in-2022) | | --- | --- | --- |   [Hotels](https://blog.typsy.com/topic/hotels) [Restaurants & Bars](https://blog.typsy.com/topic/restaurants-bars) [Team performance](https://blog.typsy.com/topic/team-performance) [Leadership & management](https://blog.typsy.com/topic/leadership-management) ## Similar posts Team performance ### [The “Showbiz” Approach to Hospitality](https://blog.typsy.com/the-showbiz-approach-to-hospitality) Customers come and go, but it’s not enough to simply seat them, take their order, deliver the food and bring the check. Guest blogger Roger Beaudoin... Roger Beaudoin Dec 6, 2018 Team performance ### [Theatre of the mind - the art of suggesting and selling](https://blog.typsy.com/theatre-of-the-mind-the-art-of-suggesting-and-selling) Effective suggesting and selling is an art and much like any endeavor; requires practice, experience and a desire to serve. But even knowing how to... Roger Beaudoin Oct 17, 2018 Restaurants & Bars ### [How to reach new customers for your restaurant (and make it work)](https://blog.typsy.com/how-to-reach-new-customers-for-your-restaurant-and-make-it-work) It's one thing to have loyal customers, but how do you attract new customers into your restaurant? Use some of these tips for your venue. Olivia Ryan Apr 15, 2018 ### Get notified on new marketing insights Be the first to know about new B2B SaaS Marketing insights to build or refine your marketing function with the tools and knowledge of today’s industry. 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