Either over the phone or in person, people in the customer service industry will have to deal with discourteous customers every day. Customers are always right, even when they’re wrong, and they know it. Utilizing these suggestions will ensure that handling a rude customer doesn’t send your whole working day into a nose dive.
Stay calm regardless of how rude the customer gets when you’re dealing with an irate customer. Staying professional and polite will help you keep command of the situation. Do not raise your voice, or give in to their frustrations. If they’re trying to get you riled up, you don’t need to play their game.
Always keep Grinning
Smiles are infectious and they impact your mindset. As long as you can keep smiling while the customer gets on their rant, you can maintain a handle on the predicament. When you smile, you release endorphins that keep you relaxed. Ideally the customer will start to smile and calm down.
Never Disrupt the Customer
Let the customer ramble while they explain their situation, but don’t listen to the angry words. Instead, listen very carefully and maintain eye contact in order that you can determine what their issue actually is. The more they talk the more information you will have to resolve it for them.
Validate the Patron
Let the customer understand that you are listening and they are being heard. Repeat their problem back to them to make sure that you heard them correctly and that you didn’t miss any thing. Regardless if you acknowledge that their concerns are valid, you should still substantiate them by appreciating them for being agitated.
Despite how insulting the customer is, you should respond always with good comments. Steer the talk from the negative and toward the positive by clarifying to the customer how you could resolve their problem. They are likely to calm down in a hurry once they realize there is a solution at hand.
Guide Them In the appropriate path
Sometimes it is difficult to fix an angry customer’s issue by yourself. When that happens, steer them in the direction of someone who may, whether it’s a manager, your boss, or your corporate office. Sometimes knowing who is the right person to get in touch with for the help they need can calm them down.
Do not Take It Personally
When customers fly off the handle, don’t take it personally. Don’t let it affect you, and don’t let it ruin your day.
Whether over the phone or in person, people in the customer service industry have to deal with rude customers every day. Using these tips will ensure that dealing with a rude customer doesn’t send your whole day into a tailspin.