Dealing with Difficult and Rude Customers
Introduction
After years of working in a customer service role, where on a day to day basis I come in to contact with difficult and rude customers, I have learnt certain strategies on how to best deal with this situation. In this article I list some of the ways and the steps that you can use to best deal with customers like this and hopefully help you in your job.
Call the Manager !
In my experience the easiest way to handle a difficult customer is to call someone senior to you to deal with the problem. The customer will feel like they are being taken seriously and are more important when they see the manager or supervisor is assisting them, it gets rid of the problem for you and the manager will probably be able to resolve the issue faster.
Treat the Customer with Respect
Ive found that when a customer is yelling at me or abusing me as soon as i start saying yes sir or yes mam or using there first names or surnames, for the most part the calm down a little bit. Using these simple terms shows the customer that you have respect for them and makes them feel valued, its one of the easiest things to do but it can make a big difference.
Listen
Show the customer that you are listening to their complaint, look them in the eye, call them by name and try to make them feel important. I often use the words " I understand why you feel this way " and " im sorry this has happend " it means i dont directly take responsibility but will still make the customer happier and make them feel like they've won.
Solve the Problem
The easiest way to avoid all problems with customers is to just solve the problem, if this means giving them something for free or giving them a discount, even if the customer is in the wrong sometimes it better just to do it and end the whole issue. If you cant solve the problem, make sure you dont just fob the customer off to another colleague, if they need to see the manager personally take them to the manager and stay with them until the problem is sovled. You will give the customer a great impression if they see you going out of your way to help them.
Tell Them What You Really Think.
If you can get away with it and the customer is being unreasonable, you should tell them exactly what you think. It will make you feel better and maybe the customer might get some insight into their behaviour. But unfortunately unless you are the owner or the manager most of us dont get this luxury.
