How to handle rude and unruly customers

Knowing how to handle a rude customer is of the most difficult parts of customer service. Customer service representatives run into rude customers all the time. If you’ve ever worked in customer service or for the public, you’re well aware of this.

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Rude Customer

There are a variety of reasons why customers get angry or rude – some are justified while some are not. But since your you’re in business, and it is your job to serve your customers, you’ll likely encounter rude or angry individuals at one time or another. The way you react to your rude customers can make the difference between a customer who feels satisfied with the resolution and one who vows never to patronise your product or service again.

When encountering rude customers, keeping calm is the first and most important thing to do. When a customer starts yelling or being otherwise rude to you or your employees, things will not get better if you respond in a similar manner. In fact, that will probably escalate hostilities. Maintain control of yourself, even if the customer’s tirade makes you feeling like yelling yourself.

Always remember that your customer is not mad at you so don’t take things personally. He is just dissatisfied with your product’s performance or the quality of the service you provide. Your personal feelings are beside the point.

Instead of getting mad, listen. The first thing any angry customer wants is to vent. They need someone to listen to their grievances. Listening patiently can defuse a situation, as long as the customer feels acknowledged in his or her complaint.

Once you have listened and understood his complaints, your next job is to find and provide solution. Apologise for the problems you’ve caused and give him the necessary solutions that will eventually give him degree of satisfaction he deserves.

For more tips on how to handle rude customers, read this blog post: