Dealing with difficult people and “challenging” customers is not easy, but necessary. Your attitude will determine how you handle difficult people.

  1. Customers may not always be “right” …remember your job is not to correct them. Your job is to serve them.
  2. Tonality is 85% of your communication when you are on the telephone. 15% is spoken words.
  3. When you are face to face: 55% is body language, 38% is tonality, 7% is spoken words.
  4. Perception is reality. How you perceive yourself, might not be how others perceive you.
  5. If you want people to treat you with more respect, gentleness and kindness: When it is most difficult, begin treating others with more respect, gentleness and kindness.
  6. When encountering an “angry” customer, don’t fight!Prove to them you are listening.
    • Do not talk over them, or interrupt them.
    • Refrain from saying “I understand.” Instead say something such as “thank you for telling me this.”
    • Apologize without admitting blame… “I am very sorry this has happened.” And then offer to help. Be patient!
    • Sometimes people want to vent… they want to be heard. Listen, you don’t always have to be the fixer… at least not right away.

RedRock Leadership believes growing companies by growing individuals. We also believe in challenging the status quo in everything we do. RedRock Leadership provides world class training and coaching to entrepreneurial minded sales and business leaders.

Contact us: 813.885.5097 or

Jeff Ruby

Jeff Ruby

Founder of RedRock Leadership

During the course of his professional career, he has worked in organizations ranging in size from a sole practitioner to Fortune 500. Included in his experience are roles in starting and selling companies, sales and sales management, training and development and executive coaching.

RedRock Leadership is a sales training and leadership development company committed to growing companies by growing individuals through on-going training infused with the competencies of emotional intelligence.