Customer service representatives often encounter rude or dissatisfied customers in the workplace. It is important to know how to stay calm and fix the problem without affecting your performance at work. Here are some tips for dealing with rude customers.
Steps
Step 1. Keep smiling
It is important to continue to be polite and professional regardless of the client's belligerence. Keeping smiling will help keep you neutral and polite if you're talking to the customer in person, or make your voice sound kinder if you're on the phone. Also, when you smile, keep paying attention and listening to the problem
Step 2. Let the customer speak
Ask suggestive questions that allow the customer to talk more and help you get more information.
Rude customers may behave this way because they feel mistreated, cheated, or because customer support they have received in the past has been insufficient. Deal with a rude customer by letting them release some of that negative energy. Avoid interrupting his rant unless it becomes truly insulting. If you interrupt him he will get even more angry
Step 3. Apologize to the customer, but at the same time make sure you validate their concerns
Tell the customer that you are sorry that they are angry or that they have had a bad experience. That way he'll know you're listening and understanding, without admitting a mistake on your part or your company. You will make sure that he doesn't use rudeness as a weapon and you can get to the real problem that plagues him
Step 4. Maintain a neutral tone of voice
If you raise your voice or speak over the customer you will only risk causing a battle to whoever shouts loudest without resolving anything. Breathe in and out calmly and focus on keeping a calm, composed voice when you speak
Step 5. Get to the problem
The problem lies at the root of the customer's rudeness. Take notes while the customer talks, so you can lead the conversation to solve the real problem. Listening actively to understand the reason behind his behavior will help you ignore the insults and show the client that rudeness and condescension do not affect you
Step 6. Control your emotions
Never scold a rude customer and never start crying because of their words or behavior. If you do, you will lose control of the situation. Put him on hold or politely ask him to wait while you ask your colleague or supervisor for help if you feel you are unable to assist the client by keeping calm
