How to Deal With a Rude Person Over the Phone

Don't let a rude person over the phone ruin your day.

If you are like many people, you've dealt with at least one rude person over the phone. Whether this person was a customer of your business or a friend having a bad day, you may not have known how to properly respond. When you get an upsetting call, make the person aware of his rude behavior without being rude yourself. Don't take his rude behavior personally, and defuse the situation.

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Instructions

- 1
  
  Remain calm. Do not yell at the person on the other end of the phone or call him names. While it is easy to become angry at a rude person, it will not help the situation.
- 2
  
  Find out why the person is being rude. If the person is a customer of yours, say, "I feel that something is bothering you. I can better assist you if you tell me what is wrong." If the person is someone close to you, like a friend, say, "I'm not sure why you're being rude to me. Is there something I did or said to make you angry?"
- 3
  
  Listen. If you take the time to understand what the person is going through, you may understand the reason behind his rude behavior.
- 4
  
  Empathize with the person over the phone. If you are speaking with a customer, say, "I am sorry you are upset. What can I do to make the situation better?" If you are speaking with a friend, you can say, "I am sorry you feel this way. I'm always here if you want to talk."
- 5
  
  Tell the person on the phone you don't appreciate his behavior if he continues to be rude. Explain that you can help him better if he treats you with respect. If he uses swear words, politely tell him you will hang up if he continues to use foul language.