How to Deal With Rude Clients on the Phone
One of the most challenging duties of any employment is dealing with rude clients on the phone. Although you may be tempted to respond in kind or hang up the phone, there are better methods of handling the situation. By using these methods and not allowing the rude client to control your response, it allows you to resolve the complaint quickly and efficiently to get the client off the phone. However, there is a fine line between rude and abusive, which is unacceptable.
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Instructions
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Remain calm. Listen to the client. Keep your behavior professional.
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Set boundaries if the conversation turns abusive. Inform the client the tone of the conversation is bordering abusive behavior and you will terminate the conversation if the behavior continues. Terminate the conversation if the behavior does not stop.
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Diffuse the situation. Offer a short apology and explain the ground rules of the conversation. Inform the client that nothing can be accomplished until he calms down and lets you know the desired result.
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Redirect the conversation. Give a polite, "I am sorry for the complained action, how can I resolve this for you?" as this may be all that is required to change the tone of the caller. Focus the conversation on the result the client wants to achieve rather than the complained about action.
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Allow the client to vent, providing it is not abusive. Ask detail and open-ended questions to focus the client. Clarify the problem with the client and work toward resolution.
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Offer to get the supervisor or to call the client back at a more convenient time to resolve the problem. Give the client to the supervisor or call back when the client is calm.
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Tips & Warnings
Document abusive client behavior with your supervisor.
References
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