It is always hard to handle difficult customers no matter what line of business you are in. The worst kinds of customers are of course rude customers. Some companies even have certain policies regarding how to handle rude customers but not all of them. Therefore when the situation arises, and if you deal in customer care, than it most likely will, to handle rude customers you should have certain guidelines about what to do. You have to remember that it is vital for you to successfully handle this kinds of moments otherwise they might end up costing you your job. In order to make sure that doesn’t happen you need to stick to a few basic rules and do everything by the book. You need to remain calm and focused on what you have to do. If you lose your temper all you will manage to do is escalate the conflict. Some of the things I will write in this article I have learned the hard way. If you feel the need to add anything to what I have to say feel free to leave a comment and I will get back to you as soon as possible. And now let’s move on to the things you need to keep in mind when handling rude customers.
1. Don’t talk back. The worst thing you can do when handling rude customers is to talk back. Whatever you do don’t respond to the customer with insults, even if him or her insulted you as well. The old saying the customer is always right doesn’t always apply, so you don’t have to take his or her insults repeatedly but you do need to watch your mouth and not respond even when you are provoked. If you ever insult a customer, no matter he or she has done, you will most likely lose your job. So for your sake, watch your tongue.
2. Remain calm. The other crucial step in handling rude customers is to keep calm. Don’t lose your temper because all that will manage to do is to escalate things. Try to tune out what the customer is saying if he or she has flown of the handle, and remain oblivious to any insults. Keep a smile on your face and remain calm at all times. If you manage to handle this situation like a pro than management will start to take notice of you. If not you will lose your job. So keeping calm is a must.
3. Try to reason with him or her. Although it may seem hard, you need to make an effort and reason with the rude customer. Try to talk him or her down and explain whatever the problem is and what you can do to help. This rarely works when a rude customer is already into a rage but you should give it a try none the less. If you see that there s no form of reasoning with the customer move on to the next point.
4. Get a co-worker to whiteness the discussion. If things have gotten out of hand and you see that there is no way you can control the customer any more you need to take some safety measures. First of all you need to make sure that you call a co-worker to whiteness what is going on. If things go even worst from then on you will have someone who can corroborate your story which is essential if the customer is set out to sue with a law suit. This it won’t just be your word against his or hers.
5. Be firm and clear. In this stage you need to point out to the customer that his or her behavior is unacceptable and that you will be forced to call security if it doesn’t change. Makes sure the customer understands you and continue to keep your calm while being firm.
6. Make sure you follow company procedure. It is also very important that you don’t overlook any company procedures that might be in place regarding this sort of event. Check with someone else if you are taking the right course of action and if all else fails go to the next step.
7. If all else fails get security to kick him or her out. If the customer doesn’t calm down than you have no choice but to call security. Use this only as a last resort after all other means of communication have failed.
If you follow all these steps you should be well prepared to deal with rude customers. Keep calm and focused on what you have to do and never let the customer get the better of you. Be a pro in handling these situations and you will soon find yourself promoted.