Being a Barista: How to deal with Horrible Customers

Being a barista means dealing with many different types of people. While many of your customers will be wonderful people, others will be difficult to deal with. Others will be even more horrible to handle because they’ll be demanding and critical of you and your work. Whatever happens, you should stay calm and be ready to find a resolution to a conflict.

We offer you a few barista tips on how to deal with difficult and angry customers. We hope that this piece of advice will give you the confidence to face a tough attitude from a customer at your coffee shop.

Remember, a customer is always right. Even a bad customer is always right. And there’s always a solution to any problem. Here are seven tips to help you deal with difficult customers.

Tip 1: Fighting back won’t help

A loud and yelling customer will probably expect you to answer him or her in the same manner because this is the type of communication they are used to. And this is what you should NEVER do! Never raise your voice or shout back. Stay calm and balanced.

First of all, your calmness will confuse such a customer, because that’s something unusual for them. Second, it’ll make them feel bad for such ridiculous and rude behavior. Then you can proceed to de-escalate a conflict.

Although it should work 85% of the time, it won’t always be the solution. If not, continue reading further.

Tip 2: Don't lose your face in front of others

You also don’t want to be rude because your other customers and co-workers are looking at you and analyzing your behavior. You don’t want to disgrace yourself in front of other people at a coffee shop that you work with or serve. Put up a good show and stay professional, polite, and confident despite anything.

Tip 3: Listen to criticism 

Sometimes, constructive criticism can be a way to improve your barista technique, work, or attitude. But sometimes, some customers unreasonably criticize your drinks or your behavior for any number of reasons. It won't help to do a deep-dive into someone's psyche. The best approach is to look at each interaction as a learning moment. Ask the customer for clarification or explanation of their issue. Ask them politely what they would like to improve or change and promise to do it next time they come around. Make them believe that you are serious about improving the quality of your coffee drinks or service.

Tip 4: Don’t put your heart into it

Dealing with angry customers can be frustrating, especially Don’t let their anger or bitterness get to you or wreck your self-esteem. They probably yell at you because they had a bad day and not because you did something wrong. Try to emphasize with them and offer a solution. Again stay positive but don’t let this incident destroy your confidence. Make improvements if needed, but disengage – emotionally separate yourself from the situation and the customer.

Tip 5: Sexist or ageist customers – yes, they still exist

Unfortunately, there are still people who will tell you that you don't know much about coffee if you are young. Or even worse, some may say that women are poor at making great drinks or don’t know much about coffee from a scientific side. That’s completely wrong! And it would be best if you didn’t believe it.

If a customer like this appears at your coffee shops and makes some comments like that, tell them: “Despite my age/gender, I am very well informed about the product and the technology of making espresso. Still, if you want your coffee to be prepared by a male/older employee, I’ll find a colleague for your service”. This might actually make them apologize for their comments. If not, call another colleague to help you.

Tip 6: Admit it if you actually did something wrong

While your barista training at a coffee shop, you will be acquainted with the policies on replacing a bad drink with a new one. If you know you made a mistake, don’t lie or hide behind any excuse you can come up with.

Admit your mistake and offer to replace a drink with a new one. Ask them how exactly they want their drink and follow their instructions even if you know it’s wrong. For example, if they want a cappuccino with a larger amount of steamed milk. Or a single shot of espresso instead of a double.

Tip 7: Keep your promises

If you promised your customer something – keep your promise. If you promised to call back, then call back. If you promised to change something about your work, do it when you see the same customer again.

If the customers are drunk or uncontrollable or threatening, and if no solution mentioned above is working, you have full right to call in a police or security service guarding your coffee shop.

Brought to you by Barista Training Academy, “The Beginning Barista,” Your Ultimate Prep Guide to Getting Your First Job as a Barista” is an ultimate resource that is available online. It is affordable for anybody who is looking to start a career in the coffee industry. For more information, visit our blog.