As a customer experience professional, you know that dealing with rude customers can be challenging. However, there are ways to handle them that will minimize the negative impact on your team and your customers.
1. Stay calm and professional.
It can be easy to get defensive or angry when you’re dealing with a rude customer, but it’s important to stay calm and professional. Raising your voice or getting argumentative will only make the situation worse. Instead, try to defuse the situation by remaining polite and understanding.
2. Address the issue head on.
Don’t try to ignore or brush off a rude customer’s comments; address them head on so they know that their behavior is not acceptable. This doesn’t mean you have to give into their demands or let them walk all over you, but simply addressing the issue shows that you take their rudeness seriously and aren’t going to put up with it. No one enjoys dealing with rude customers, but it’s a necessary part of the customer experience profession. There are ways to deal with a rude customer that will hopefully result in a positive outcome for all involved.
Control Your Emotions
The first step is to always stay calm. It can be difficult not to react when someone is being rude, but reacting in return will only make the situation worse. Taking a deep breath and counting to 10 can help you stay calm and collected.
When customers are angry, it is important to stay in control of your emotions. This means not getting defensive and trying to listen to what the customer is saying. It can be easy to get wrapped up in an argument with an angry customer, but it is important to remember that you are there to help them resolve their issue. You may need to ask the customer questions so that you can understand their problem and how you can help them. If the customer continues being hostile, try not take it personally and remain professional. You may need to end the conversation if it becomes too heated or disruptive for other customers. In short, staying calm and professional when talking with angry customers will help diffuse the situation and lead to a more productive conversation.”
Show Empathy
The next step is to identify what the person wants. Sometimes people act out because they’re not getting what they want or they’re angry about something else entirely. By identifying what the person wants, you can try to address their concerns and potentially diffuse the situation.
If all else fails, it’s important to know when to walk away. There’s no point in trying to deal with a rude customer if it’s going nowhere fast and isn’t going to result in anything positive happening. It’s better just to cut your losses and walk away.”
The High Cost of Upset Customers is Also Employee Turnover
The high turnover rate in the customer service industry costs businesses a lot of money. When employees leave, the company has to spend time and resources training new employees. Additionally, new hires need time to develop their skills before they are comfortable in their jobs. This can lead to a loss of customers and revenue.
Managers can help reduce the high turnover rate by standing with their employees. This sends a message of trust and appreciation. Employees who feel supported by their managers are more likely to stay with the company for longer periods of time. Managers should also be sure to provide adequate training and support so that employees feel confident in their abilities. By taking these steps, businesses can save money on recruitment and training costs, while also retaining valuable employees
