How to Debrief After a Difficult Call with a Customer

de-escalation how to handle difficult customers

Dealing with challenging customer interactions can be emotionally draining. It's crucial to debrief and decompress after a difficult call. Here are some suggestions for processing and learning from these experiences:


  • Reflect on the interaction. Take a few moments to consider what happened during the call, including any factors contributing to the difficulty. This can help you identify areas for improvement and growth.
  • Seek feedback from colleagues or supervisors. Share your experience with others and ask for their perspective or advice. This can provide valuable insights and help you develop new strategies for handling challenging situations.
  • Practice self-compassion. It's essential to recognize that everyone makes mistakes and encounters difficult customers. Be kind to yourself and remember that you are only human.
  • Find ways to relax and unwind. Engaging in activities that help you de-stress, such as exercise, meditation, or spending time with loved ones, can help you recharge and maintain your emotional well-being.


It's unlikely that you've done something wrong. Some customers contact companies determined to be difficult. That has everything to do with them, not you. Your job is to be helpful and professional.

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