In today’s professional landscape, it’s not uncommon to face moments of frustration or irritation at work. Whether it’s a one-off occurrence or a recurring pattern, dealing with angry tempers is crucial to maintaining a positive reputation and resident loyalty. Knowing what to say to angry residents can turn a tense situation into an opportunity.

When customers are mad, seize the opportunity to go above and beyond. Understanding how to deal with difficult residents and providing exceptional customer service can turn an angry resident into a brand champion. So, how do you deal with irate residents in a way that allows you to provide an exceptional customer experience (CX) without feeling wounded in the process? Let’s find out.

Learning objectives:

• Why it is important to help angry residents
• Practice proven diffusing and de-escalation communication methods
• How to stay calm with active listening
• Using a solution-oriented approach
• Strategies for effective resident management
• Prioritize self-care and positive mindset