Either over the phone or in person, people in the customer care industry typically have to deal with rude customers everyday. Customers are always right, even when they’re wrong, and they know it. Utilizing these pointers will ensure that coping with an impolite customer doesn’t send your whole working day into a nose dive.
When you’re dealing with an irate customer, stay calm regardless of how rude the customer gets. Staying professional and polite will help you keep control of the situation.
Keep Being happy
Smiles are infectious and they have a bearing on your attitude. Provided that you can keep smiling while the customer gets on their tirade, you can try to keep a firm grip on the predicament. You release endorphins that keep you calm when you smile. Hopefully the customer will start to smile and calm down.
Don’t Interrupt the Customer
Let the customer carry on while they explain their situation, but don’t pay attention to the angry words. Instead, listen very carefully and maintain eye contact so that you can discern what their issue actually is. The more they talk the more information you will have to resolve it for them.
Substantiate the Customer
Let the customer understand that you are listening and that they are being heard. Echo their problem back to them to make sure that you heard them correctly and that you didn’t miss any thing. Whether or not you agree that their concerns are valid, you should still legitimize them by sympathizing with them for being unsettled.
Have a Positive Attitude
No matter how rude the customer is, you should reply always with favorable comments. Steer the conversation from the unfavorable and toward the constructive by detailing to the customer how you are able to solve their issue. The moment they know there is an answer at hand, they are likely to cool down in a hurry.
Steer Them In the right direction
Sometimes it is hopeless to solve an irritated customer’s problem on your own. When that happens, steer them in the direction of someone who can, whether it’s a supervisor, your boss, or your corporate office. Sometimes knowing the appropriate person to contact for the help they need can calm them down.
Don’t 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.
When you’re dealing with an irate customer, stay calm regardless of how rude the customer gets. Hopefully the customer will start to smile and calm down. No matter how rude the customer is, you should respond always with positive comments.