You have all come in content with one—you know, the customer who is unhappy and isn’t afraid to let you know in a harsh or unpleasant way. Dealing with rude customers isn’t pleasant, but unfortunately, it’s certainly part of existing in the business world. No matter how much you get right, chances are eventually you will run into someone who is rude. Here are a few strategies for dealing with rude customers that will help you.
Take A Deep Breath
When a customer has flipped his or her lid, and is yelling at you, the best thing to do is to avoid the natural reaction to yell back, take a deep breath, and to keep your cool. Remaining calm is one of the best ways to be able to listen to the problem they are experiencing, hear what they are really saying, and work towards a solution. If you lose your cool too, then it just ends up with the customer getting angrier, and two people are upset, instead of just one.
Listen For A While And Let Them Vent
When a customer is angry, sometimes it means they just want to be heard. As a college student, I worked at a company doing customer service for some of our Russian clients. Often, they were pleasant and happy, but other times, they called in angry, and yelled loudly. In Russian. Yikes! Yeah, it is as scary as it sounds. However, if I gave them the time to simply vent for a few minutes, empathized with them, and let them know that I was really listening, they always calmed down. I was able to solve their problem, and by the end of the phone call, we were laughing and shooting the breeze like friends. It’s amazing what happens when you just let people get something off their chest.
Don’t Take It Personally
You have probably heard many people say “it’s not personal; it’s business.” This is especially true when it comes to customer service. When customers are angry, they are not upset with you personally; they are upset about a mishap that happened to them in the company. If you can remember that they aren’t yelling at you about you, but they are upset because they feel the company in some way wronged them, it will be much easier to sympathize with them and find a solution.
Empathize With The Angry Customer And Solve The Problem
After you have had a chance to listen, make sure you empathize with the angry customer. It will help them realize that you are on their side. After you have shown them that you care, it’s important to come up with a solution to their problem. As soon as you start offering solutions, it will distract them from being angry, and they will be happy that you are being helpful. A scorned customer that gets a solution usually stays a loyal customer.