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Step 1
The very first step that I recommend for you to help deal with angry or rude customers is to find out what the person wants from the conversation. In some cases the individual may just be looking for something small that would be worth giving up to stop the issue. In some cases the customer may want something that's impossible to make happen and should be informed that is in fact the case.
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Step 2
The second step in order to deal with angry or rude customers is to explain that you want to meet in the middle and make both sides content. Make the angry or rude customers see that you're trying to compromise in the best interest of both sides so they need to work with you to come to a solution. This can be done by using words like "we" or "us" instead of singular pronouns.
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Step 3
Another step to help deal with angry or rude costumers is to make the issue more private. If in a retail setting if at all possible divert any other customers to another register or area. A person will feel they have more power if a group of people is around them in the process.
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Step 4
One of the biggest steps to deal with angry or rude customers is to maintain a solid composure. This means staying calm and allowing them to believe you're not rattled by their actions. If a person thinks someone is about to break they will push even harder to get their way.
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Step 5
The final way to deal with angry or rude customers is to understand the power is on your side. If this individual keeps this attitude up and gets to what someone would deem unreasonable levels then they don't have to be dealt with under those circumstances. As a last ditch effort any angry or rude customers can be informed that they can leave or be escorted out by the police unless they improve their attitude.
