What should you do if a customer becomes angry after a refusal of sale/service?

When a customer becomes angry after a refusal of sale or service, calmly explaining the reason for the refusal is essential for several reasons. First, providing a clear rationale helps the customer understand the decision and can defuse some of their frustration. It shows that the refusal is not arbitrary but rather based on established guidelines or laws, such as those regarding serving alcohol to intoxicated individuals or adhering to age restrictions.

Additionally, a calm explanation reflects professionalism and can help maintain a positive relationship with the customer, even in a tense situation. By communicating openly and thoughtfully, you demonstrate respect for the customer and can often turn a negative experience into a more constructive one. This approach can also help prevent escalation of the situation, as customers generally respond better to understanding rather than confrontation.

The focus on communication and de-escalation, as opposed to ignoring the reaction or arguing, underscores the importance of customer service skills in handling difficult situations effectively.