Poker might actually teach us how to handle customers better. I know, I know. You’re probably thinking, “What does a card game have to do with helping frustrated customers?” But stick with me here.

After looking into how some companies approach customer service, I’ve noticed some pretty interesting parallels.

The thing is, both poker and customer service are really about reading people, staying cool under pressure, and making smart moves when it counts. So let’s dive into five strategies that might just change how you think about customer interactions.

1. Patience Isn’t Just a Virtue—It’s Your Secret Weapon

Good poker players don’t jump on every hand. They wait. Sometimes for hours.

Customer service works the same way, but we’re talking minutes, not hours (thankfully). When someone calls in completely frazzled because they can’t figure out why their account isn’t working, your first instinct might be to rush through a quick fix. Don’t.

Your support team should be trained to slow down, even when call volumes are high. Instead of rapid-fire solutions, walk customers through each step. Yeah, it takes longer per call. But guess what? Fewer callbacks. Happier customers. Less stress for everyone.

I’ve seen reps who try to solve everything in two minutes flat. Usually backfires. The customer hangs up more confused than when they started.

2. Keep Your Cool (Even When They Don’t)

Ever watched a poker player lose their shirt and start yelling at the dealer? That’s called “going on tilt,” and it’s basically game over.

The same thing happens in customer service. Customer gets angry, rep gets defensive, and suddenly everyone’s having a bad day.

You shouldn’t just tell their team to “stay calm”—you should actually build in support systems. Regular check-ins, stress management resources, and even permission to take a breather between difficult calls.

One rep told me she keeps a stress ball at her desk. Sounds silly, but it works. When someone’s screaming about a billing error, she squeezes that thing like her life depends on it. Stays professional, solves the problem, moves on.

3. Think Three Moves Ahead

Poker isn’t just about the cards you’re holding right now. It’s about anticipating what comes next. Customer service teams can do this too, but most don’t. They’re too busy putting out fires to prevent them.

Here’s a real example: Let’s say you notice five customers this week asking about the same confusing feature on your website. Most teams would just answer each question individually. Smart teams? They’d update the FAQ, send a clarifying email to users, maybe even suggest a website tweak.

It’s like seeing a pattern in how opponents play and adjusting your strategy before they catch on.

4. Read Between the Lines

Professional poker players on Americas Cardroom watch everything — how someone sits, where they look, and how they handle their chips. It all means something.

Customer service reps need to be detectives, too. Not just listening to what customers say, but how they say it.

Someone calls about “a small billing question,” but their voice is shaking? That’s not small to them. Maybe they’re worried about money. Maybe they’re embarrassed. Maybe they’ve been transferred three times already, and they’re about to lose it.

I once watched a rep completely turn around a call just by saying, “This sounds really frustrating. Let me make sure I understand exactly what’s happening.” The customer’s whole tone changed, and the problem got solved in half the time.

5: Sometimes You’ve Got to Bend the Rules

Good poker players know when to bluff. Not recklessly, but strategically. Customer service has its version of this, too. Sometimes the policy says one thing, but the right thing to do is something else entirely.

Let’s say a customer’s return is one day past the deadline, but they’re a loyal customer who’s never caused problems. The by-the-book response is “Sorry, policy is policy.” But the smart response is to approve it and earn a customer for life.

Obviously, you can’t throw out every rule. But empowering your team to make judgment calls—within reason—can create those “wow” moments that customers remember.

The Bottom Line

I’m not saying customer service reps should start wearing sunglasses and keeping poker faces (though the sunglasses might help with screen glare). But there’s something to be said for borrowing strategies from a game that’s all about reading people, managing pressure, and making smart decisions with incomplete information.

These five approaches—patience, emotional control, strategic thinking, customer insight, and calculated risk-taking—aren’t revolutionary on their own. But together, they might just give your team the edge they need to turn frustrated callers into loyal advocates.

And who knows? Your customer service might even become something worth talking about. In a good way, for once.