How to Handle a Rude Customer
Almost any job that provides a service for people must deal with customers or clients on a daily basis. Sometimes these customers become unhappy and let you know it. If you're confronted with an irate customer, the best approach is to be patient and attempt to diffuse the situation.
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Instructions
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Listen to what the customer has to say. Repeat the information back to him so that you can show how you're listening and that you want to get the information right. Don't yell back. Instead, remain professional and listen to what the customer is saying so that you can work to find a solution.
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Stay calm and know that this problem is not about you. Don't take a difficult customer personally because if you do, you'll lose your cool.
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Let the customer vent and show him empathy. He may be having a bad day and whatever small slight he perceived happen to him at your job is what finally broke him. As he vents, listen to what the problem is.
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Ask the customer what he would like to have happen to solve his problem. Work together to come to a solution.
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If you feel that you are unable to solve the problem, call on your manager. If you feel threatened call security to escort the customer from the vicinity.
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References
- Photo Credit BananaStock/BananaStock/Getty Images
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Comments
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ansu101
Mar 06, 2009
You are great! I also had situations like this. I figured, if a rep can handle emotionally an attack, it will help to ask more questions, add some humor or just find a reason to compliment the customer. If you feel, it's getting to you, it's best to create a distraction, like ask a supervisor or find a reason to be excused for a moment.
