People who work in customer service sometimes have to deal with rude customers. Customers can lose their temper when dealing with employees, there are customers who are frustrated because things are disappointing, but there are also those who tend to be rude. Regardless of whether the behavior is acceptable or not, employee success depends on being able to serve customers well. Whatever your profession, knowing how to de-escalate when dealing with a rude customer makes you feel happier and more comfortable at work.
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Part 1 of 3: Controlling Emotions
Step 1. Try to calm yourself down
No matter how rude the customer is, never show your anger towards him. The situation will get worse and you could be fired if you can't control your emotions when dealing with customers.
- Inhale deeply so that the air flows up to the diaphragm, rather than just to the chest. Taking deep breaths while doing belly breathing makes the body feel more relaxed, especially when you have to deal with a stressful situation.
- Imagine relaxing conditions. Visualizing by imagining a place or anything that gives you a sense of relaxation is a way to calm an active mind and make you feel calm.
Step 2. Don't be easily offended
This can be difficult, especially for people who are easily offended by criticism. Remember that no matter what the customer says, the main cause of this problem is not you personally. Most likely his disappointment was caused by a product he had just bought or an unsatisfactory service. It's also possible that he has unfulfilled expectations or a mistake that upsets him. Focus on solving the problem, instead of thinking about being hurt or offended.
Say positive affirmations to yourself over and over in your heart. This method can help you focus your mind and maintain your composure. Say to yourself, "It's not my fault. He was angry with me, but I didn't cause it." The sentence can remind you that you are innocent and thoughts of bad customer behavior will pass by itself
Step 3. Listen to the customer and try to find out the real problem
If a customer is rude to you, it could be because you or another employee made a mistake. Maybe it's because he didn't get what he deserved. Regardless of the customer's good or bad attitude, you must be able to listen and try to understand the real problem. Listening to harsh words from an angry customer may seem difficult, but behind the anger lies a problem that you or another employee can solve. Distract yourself from the customer's bad attitude and solve the problem that triggered the behavior.
- Instead of discussing an ongoing problem, ask the customer a few questions. This way shows that you are trying to understand his complaint and when answering your questions, he may be able to see if there is a misunderstanding.
- Try to ignore the customer's insulting or abusive words and focus on the complaint he is making. If you don't understand the complaint, ask politely and firmly, “Sir, I don't understand what the real problem is. What can I do to help you at this time?”
- Ask the question, "What is your wish?" and continue to ask politely, “Why do you want that solution?” Ask carefully because you will appear to have little respect for the customer if the question is asked in a high-pitched and impolite tone of voice. However, the question can reveal the root cause, for example, the customer may have misread the ad or not understand what is being offered.
- Explain the reasons that support your stand on this matter, but limit the conversation to your problem and reasoning without attacking the customer or his opinion. Criticizing a customer's way of thinking or character only makes the situation worse and the customer more difficult to deal with.
Step 4. Speak in a low, soothing tone of voice
If the customer is getting angrier, lower your volume and speak more slowly. Apart from being calming, this method shows that you are able to control yourself and be professional. Try to adjust the pitch and volume of the voice because things will get worse if you get angry too.
If you're interacting with a customer via email, take a few moments to cool off before replying to the email. Take a few deep breaths while thinking about something fun and then prepare an email reply when you've calmed down
Part 2 of 3: Evaluating the Problem
Step 1. Give empathy to the customer
You may find it difficult to empathize with a customer who is rude or even aggressive, but this is the best tactic. By being empathetic, you show that you want to work with him to solve the problem, not that you want to make things difficult. This method can melt the tension between you and the customer.
Let the customer know that you understand his feelings and the reasons for his disappointment. You could say, "I understand why you are upset because this matter must have really disappointed you."
Step 2. Try to understand the customer's point of view
While you don't need to look at this situation from the customer's perspective, it's very useful. At the very least, you'll be able to explain the crux of the problem to the customer by speaking from the same point of view to show that you're willing to help.
You can say, "Okay, sir, I just wanted to make sure I understand…" and then briefly retell what he said to you. This shows that you believe in what he is telling you and are able to understand very well what is going on
Step 3. Apologize politely to the customer
Once you've determined what the customer was up to and what the real problem was, apologize politely, whether you feel the need to apologize or not. Things may improve if you apologize and try to lighten the mood.
Tell the customer, “I'm sorry for the inconvenience. I will try to resolve this matter as best I can.”
Step 4. Don't just give in
If it turns out to be the wrong customer and the request can't be fulfilled, you still need to apologize, but keep your stand so that the customer doesn't treat you like that.
- Say politely, but assertively, "Let me finish my explanation" or "That's not what I was asking" or "That's not what I meant."
- If you're communicating with a customer via email, but he or she ignores what you're saying, send another email or explain in a firm and polite way, “I've already provided a solution to this problem. Is there anything else I can help you with?”
Step 5. Admit if you can't help
An angry customer is likely to continue to push his way as long as he thinks that his behavior can change the situation. If you or another employee can't do anything about it, let them know. By being firm and still polite, say, "I understand your disappointment and I'm very concerned, but we can't do anything about it." He may get even more annoyed, but he may also realize that he has to give in and leave as soon as he expresses his disappointment.
Part 3 of 3: Troubleshooting
Step 1. If the solution already exists, do it immediately
If you are authorized to refund or exchange an item you are not satisfied with, provide it immediately. This will make the customer feel happy and relieve you of stress. Often, the simplest solution is the one that everyone hopes for.
Ask the customer what he expects from you so that the problem can be resolved quickly. However, you should be prepared in case he is still angry or upset because he may not be willing to offer reasonable practical solutions
Step 2. Request written supporting documents
If this problem arises because of the purchase, ask him to show the receipt for payment. Or, if his request conflicts with an agreement he has signed, show the agreement. Whatever the case, using supporting documents or evidence can quickly address the wishes of an angry customer, if the demand is excessive.
If you have corresponded with customers via multiple emails, send an email that can prove the existence of a contract or agreement. Or, let us know an email you've sent if this fixes the problem right away
Step 3. Consult with your supervisor
If you are not authorized to return money or exchange goods, discuss the matter with your supervisor so that you do not violate company regulations. You should let your boss know if a customer starts to get angry or rude because as a boss, he or she may need to take action before the problem gets bigger.
- Explain to the boss what the customer complains about, what causes it, and let them know that this customer is quite difficult.
- The boss may provide a solution or he will handle it himself by talking directly to the customer. At least, he can help you by providing the best solution that satisfies all parties.
Step 4. Calm down after this business is done
If the problem is resolved or at least the tension has subsided, you need to take a break (if possible). Leave the office to relax, have a cup of coffee or tea, refresh yourself by washing your face. Whichever method you choose, give yourself time to rest and relax after experiencing a stressful situation that could trigger anger.
Step 5. Try to forget the events that just happened
After experiencing a stressful situation, such as dealing with an abusive customer, you may want to share the incident with coworkers, friends, or family when you get home. However, experts warn that telling a problem situation can be bad if done often in the long term. While this can provide a moment of relaxation and gratification, this behavior will over time change our brains so we tend to deal with stress and anger in this way. As well as being self-defeating, this habit frustrates friends, family, and coworkers.
- Think positive things about yourself. Give yourself the opportunity to feel good about being able to deal with stressful situations without losing your temper.
- Eliminate self-doubt by looking at the facts. Even if it's difficult, try to free yourself from the tension and think again that the customer didn't really need to be angry with you and probably didn't mean to be rude to you. He's upset because the problem is going on and you are involved in it.
Step 6. Try to prevent the same problem from happening again
Ask yourself honestly if you can use other ways to prevent the same problem from happening again. Do not blame yourself. Think again about whether you and your co-workers could have chosen a different way. After that, use this unpleasant experience as a lesson. The ability to recognize, deal with, and solve problems is an experience that should make you feel good. The next time you're in the same situation, besides being easier, you already know how to deal with an unpleasant customer.
