We're sorry for the inconvenience you've experienced and know that this is not the standard you expect from {name of company}. We're looking into the issue and are doing our best to address it as quickly as possible. We appreciate your patience and hope to have a solution for you by {date and time}.
Stay calm, rational and polite. Give reasons for terminating the relationship, but keep emotion and name-calling out of the conversation. Follow-up with a phone call. You can start the process with an email, but you should follow-up with a phone call to talk your client through the process and answer any questions.
How you should respond to an angry and aggressive client?
Stay calm and keep your emotions in check. Adopt a passive and non-threatening body posture (e.g. hands by your side with empty palms facing forward, body at a 45 degree angle to the aggressor). Let the client air his/her feelings and acknowledge them. Ask open-ended questions to keep a dialogue going.
When treating the passive-aggressive client, in order to change their interactional style we need to help them: take responsibility for their own emotions, develop a commitment to fairness and honesty, and. learn to be more assertive and communicate clearly.
How would you handle a client who was angry or upset about something?
Always stay calm and never insult them. Keep in mind that their anger is not personal. Listening to your customers actively, and apologize if it's appropriate. In case nothing else helps and customers don't want to cooperate, put them on hold or tell them that you'll get back to them once they're calm.
Another useful phrase would be, “Stop being rude to me/Stop criticizing me.” These phrases point out the negative behavior of the other, and instantly disarms them. These phrases can also help the other person re-evaluate their attitude and really think about their words.
Psychologists reveal why nice people sometimes get punished with meanness for their good behaviour. People who are generous and cooperative can get punished by others for being 'too good', research finds. Humans in all cultures can be suspicious of those who appear nicer or better than the rest.
While you have the right to refuse service to rude customers, ask yourself if there's a way to make that person a loyal customer instead of kicking them out. While you may not have a choice in some cases, building bridges could help you create a lasting customer relationship.
