Welcome to “Customer Service 101: Assisting Upset Customers,” a video lesson that highlights strategies for dealing with difficult customers in a tactful and productive way. This lesson is the sixth of seven in the “Customer Service 101” video course, which helps you get to know your customers better and serve them more effectively. While you can’t control how a customer behaves, you can control how you respond. By watching this lesson, you’ll have a good starting point for how to respond respectfully when a customer is angry or upset.