How should I react to such a situation?

Putting in someone else's shoes is not an easy job. Anyway, this I listened from Brian Tracy called as zero based thinking which says "Knowing what I know now, would I still recruit this person?" If your answer is 'NO', then you just need to refund his/her payment.

First off I would not *react* because it means that you did not do any thinking before acting.....a definite no-no. When you respond emotionally don't expect him to respond intelligibly, unless he is a Zen master or just a really calm dude. From the looks of his first response though that doesn't seem to be the case.

Our emotions can get the better of us at times. Nobody is immune to their feelings so I hear you on feeling agitated.

The next time someone responds in what you perceive to be an unfair manner, take 5 deep breaths. If still annoyed, take 10 deep breaths. When you eventually calm down you can look at the situation in 1 of 2 ways:

1 - The customer had a legitimate beef, you are doing what you can to correct it. Proceed to let him know this in a kind, polite manner and if he continues to complain simply reassure him that you will handle it.

2 - The customer may have a legitimate beef but he's becoming too much of headache. This does not mean you simply don't want to deal with him; it means he's being irrational and not worth the time and energy to deal with. There are millions of other customers out there; let this one go so you can attract one who is appreciative of you and the work that you are doing for them.

Keep in mind that you must be honest with yourself. If you treated him in a fair manner then it's one thing for him to respond emotionally but if you did not treat him fairly it's time to do a self-analysis and realize that you might have started a little tiff.

By finding a quiet spot and thinking things through the right answer will reveal itself.

Ryan

Thanks a lot guys. really appreciate the help.