The customer that is angry, agitated and about to burst like a supernova. That’s the toughest boss! In the sway of emotions, logic doesn’t work. This is the situation with the steepest learning curve and the grandest opportunity to earn a raving fan.
Don’t run away, pass on or react back with anger. Instead, listen. Listen aggressively and show empathy. Stick your neck out, go out of your way to support them and solve their challenge.
But, if the customer was a jerk, to begin with. Dump them. Being the company that works with jerks isn’t worthwhile. Even though they may be your biggest account.
The choice is yours. May the force be with you.