Dealing with rude customers

Video: How to Handle Rude Customers Listen and Understand

Content

To step
Part 1 of 3: Control your emotions
Part 2 of 3: Assessment of the situation
Part 3 of 3: Resolving the issue
Warnings

Most people who work in customer service have experienced a rude customer at some point. Sometimes customers lose patience with you, some customers get frustrated with the situation, and some customers are just plain rude. Whether or not the customer's behavior was justified, it can be incredibly stressful for you as an employee to deal with rude customer behavior. Knowing how to deal with a tense situation from a rude client can make you feel happier and more comfortable at work, regardless of your profession.

To step

Part 1 of 3: Control your emotions

Stay calm. The main rule of customer service is that no matter how rude a customer is, you never lose your temper. Losing your patience with a client will only escalate the situation and can quickly result in your dismissal.
- Take a deep breath and let the air flow into and out of your diaphragm, instead of your chest. Deep breathing from the stomach helps to relax your body, even during stressful situations.
- Imagine something that relaxes you. It could be a place you've been or a completely imaginary situation, but visualizing a particular place or something that helps you relax can calm your racing thoughts and help you stay calm.
Don't take insults personally. This can be tricky for some people, especially those who tend to internalize criticism. The key is to remember that no matter what the customer actually says, the real cause of their problem has nothing to do with you as a person. He is most likely upset about the product he bought or the service he expected. It is very possible that the customer already had unreasonable expectations at first, or maybe a simple mistake was made that annoyed him / her at the time. Instead of focusing on your hurt feelings or the insults, focus on resolving the issue.
- Repeat a calming mantra within yourself. Something that helps you center and keep your composure is best. Think to yourself, this is not my fault. He's not mad at me and it's not about me. It can help remind yourself that you didn't necessarily do anything wrong, and that the customer's bad mood will eventually pass.
Listen and learn what the real problem is. If a customer is rude to you, it is possible that you or a colleague made a mistake. Or maybe the customer didn't get what he was supposed to get.Whether or not the customer's behavior is appropriate for the situation, the key is to listen and try to understand what the actual situation is. It's hard to listen to an angry customer throwing obscenities at your head, but beneath all that anger lurks a problem that you or a colleague can probably solve. Try to filter out the customer's bad behavior and focus on the problem that triggered their bad behavior.
- Instead of making statements about the issue, keep asking questions. As a result, the customer knows that you are not denying their complaint, and by answering your questions, the customer may realize that there is some misunderstanding.
- Try to ignore offensive or rude things the customer says and focus on what his / her actual complaint is. If the customer is unable to properly communicate their complaint, ask them politely but clearly, "Sir, I don't understand what the problem is. What can I do to help you today?"
- Ask something like, "What were your expectations?" and follow up that question with a polite "Why do you have those expectations?" Do this carefully because, if asked without calmness and a polite tone, these questions can come across as derisive. But these questions can help get to the heart of the problem - for example, maybe the customer misread an ad or misunderstood what was being offered.
- You may need to explain the rationale for your position on the matter. This is fine, but make sure you stick to the problem and your reasoning, without attacking the customer or their logic. Questioning the customer's logic or character will only escalate the situation and make it more difficult for him to cooperate.
Speak in a low voice and speak slowly. If a customer is getting increasingly angry, try to lower your voice and slow down. This can have a somewhat mitigating effect and also makes it clear to the customer that you are confident and professional. It is important to consciously direct your own tone and volume, because if you allow yourself to become furious with the customer, it will only make matters worse.
- If your correspondence with the customer is via email, please take a moment to repackage yourself before responding to the email. Take a few deep breaths, focus on something that makes you happy, and don't write the email until you regain control.

Part 2 of 3: Assessment of the situation

Empathize with the customer. It can be difficult to empathize with someone who is getting rude or even aggressive, but still this is the best tactic. This shows the customer that you are not trying to ruin their experience and that you are willing to work with them to resolve the issue. This can help discharge the undoubtedly tense situation between you and the customer.
- Let the customer know that you understand how they feel and why they are angry. Say something like "I understand why you are angry, sir. This sounds like a very frustrating situation."
Put yourself in the customer's shoes. While you don't actually need to look at the situation from the customer's point of view, it can be useful. At the very least, you need to verbally summarize the client's situation, speaking from their point of view, to show the client that you are on their side.
- Say something like "Okay, sir, just to make sure I understand ..." and then repeat what the customer told you. This subtly communicates to the client that you trust their version of events, and take whatever happened very seriously.
Politely apologize to the customer. After identifying what the customer is actually upset about and summing up the situation for them, politely apologize to them. It doesn't matter if the customer deserves an apology. The reality is, you won't be able to calm the situation without an apology and effort to fix the situation.
- Say something like "I apologize for this inconvenience, sir. Show me what we can do to resolve this issue for you."
Don't let yourself be walked over. If the customer is wrong and unreasonable, you should still apologize for the inconvenience, but you may have to stand your ground to prevent the customer from walking all over you.
- Use firm but polite sentences, such as "I'd like to finish," "That wasn't my question," or "That's not what I said."
- If you are communicating via email and the customer ignores something you have already stated, say it again or say something firm but polite, such as "Sir, I have already addressed this matter with you. Is there anything else I have today? can do to help you? "
Admit it if there is nothing you can do. An irate customer is likely to keep going as long as they think their behavior can change the outcome of the conversation. If there is nothing you or your colleagues can do, let the customer know. Stay polite but firm - say something like, "I understand your frustration and I'm terribly sorry, but there's nothing we can do about the problem." He may get even more angry, but he will likely recognize that he has been defeated and hang up after he feels he has conveyed his complaints.

Part 3 of 3: Resolving the issue

If there is a simple solution, use it. If you are authorized to offer customers a refund or exchange for an unsatisfactory product, please do so. This will make the customer happy and reduce your potential stress. Often the simplest solution is the most desirable for everyone involved.
- You may want to consider asking the customer what they would like you to do to resolve the issue. Note that if the customer is still hot-tempered or unreasonable, he may not be willing to propose a reasonable, practical solution.
Watch for written statements. If the customer has a problem with a purchase, ask for their receipt. Or, if the customer makes demands that go against an agreement signed by him, you can show him / her the agreement. Regardless of the situation, some form of documentation or evidence can help you quickly debunk the demands of an irate customer, if it is unreasonable.
- If your correspondence with the customer has gone through a series of emails, you can email them proof of a contract or agreement, or simply refer them to a previous email, if there is previous correspondence on the matter in question .
Consult with a manager. If you are not authorized to offer refunds or an exchange, or if you are sure this is against company policy, talk to your counselor. You should also let a supervisor know when a customer is furious or unreasonable, as the manager may be able to mediate before things escalate.
- Let your supervisor know what the customer's complaints are that seem to be causing the problem, and mention that the customer is being difficult.
- Your supervisor can give you instructions on how to proceed, or he can offer to intervene and talk to the client himself. At the very least, your supervisor should be able to provide you with a strategy for a reasonable solution to the problem, ideally one that would satisfy all parties involved.
Take a breather once it's over. Once the situation has been resolved, or at least discharged, it is important to take a short break (if your work permits). Go outside for some fresh air, have a cup of coffee or tea, or just go to the bathroom to cool your face with cool water. Whatever strategy you choose, it's important that you allow yourself some time to cool down and relax after a tense, potentially unsettling situation.
Work on it to let things go. After a tense situation, such as dealing with a rude customer, you may be tempted to open up about that customer to other colleagues, or even friends or family when you return home. But experts warn that venting about a troubling situation can actually be quite more damaging over time, at least if you do it often. Although it provides relaxation and satisfaction for a short time, over time this way of venting or cursing your heart can become the preferred way for your brain to deal with stress and anger. It can be unhealthy for you and frustrating for your friends, family and colleagues.
- Think positively about yourself. Feel good about defusing a stressful situation without losing your cool.
- Remove self-doubt by looking at the facts. This may be difficult, but it's important to take yourself out of the equation and re-realize that the customer wasn't necessarily mad at you, and probably didn't mean any of his / her rude comments. That customer was just mad at the situation, and you just happened to be around.
Work on it to avoid future problems. Honestly ask yourself if something could not be done to avoid this problem. Don't put yourself down on this, just decide whether you or your colleagues could have done something in a different way. Then use the unpleasant confrontation as a learning experience. You have successfully identified, addressed and solved the problem - it is worth feeling good about it. It will be easier next time, and you will know how to deal with unpleasant customers.