How To: Dealing with Rude Customers

 Dealing With Rude Customers

Define "Rude Customer"

You may ask, "Who is a considered a rude customer?", well if any customer(s) emit these qualities, then you are more than likely dealing with what is called a "Rude Customer".

Qualities of a Rude Customer consist of. . .

• Being Unreasonable
• Offensive/Insulting
• Sarcastic Customers
• Threatening Behavior (Unable to Control Anger)
• Verbal Abuse (Swearing Customers)

World of Customer Interaction

I know that we can all agree that having understanding and positive customers mean the world to us. Those are the customers that we want to interact with every workday. Yet, a world with only amazing customers fails to exist. In the many cases of customer interaction in the workplace, dealing with a rude customer is inevitable. In the near future, many of us will be placed in unforgiving circumstances, where full grown adults demand to be treated like pretty little princesses. Unfortunately, we cannot hide from these situations, so here are ways to deal with rude customers.

Effective Techniques Against Rude Customers

Do not take it personally

Take what personally?

This refers to the customer’s actions, such as disrespectful comments, criticism, and gestures. Most of the time, the backlash from rude customers are not solely directed towards you. Instead, they are just furious about the product or service, and the overall situation. Unfortunately, you just happen to be their target. It is also important to understand that everyone makes mistakes, we are all human after all. Therefore, instead of taking these actions to heart, separate it from your personal and professional life.

Listen, Learn, Apologize

Walking away from the issue or putting it to the side will only arise in a greater problem. Despite the customer’s unreasonable attitude and behavior, it is key to listen and figure out what the problem is. Exclude the customer’s erratic behavior and focus on the cause of it.

• Actively Listening and Understanding
• Begin by actively listening to the customer's complaint
• Ask for the customer's name (Address them by their name)
• Reflect on their concerns (Go over concerns)
• Show the customer that you are serious in their concerns

• Apologizing
• Although the customer is rude, an apology to the customer is highly recommended, even if you feel as if he/she does not deserve one. Apologizing does not always mean that you are admitting to fault. But by doing so, it presents to the customer that you feel for their unsatisfied experience and reduce any more unwanted behavior.

By doing so, this demonstrates that you are fully engaged to find a solution, making the customer more willing to tone-down their behavior. Overall, this helps you understand exactly what the customer wants and the overall context to their attitude and behavior. It also helps clerks and employees find a solution more efficiently.

Fight With Politeness

This does not mean to literally fight with your customer, it is just a figurative saying similar to, "Being happy in front of your haters kills them". In the case of dealing with rude customers, always be polite. 

• Watching your Tone
• Speak slowly and do not raise your voice (Helps with finding a solution and steers away from sarcastic remarks) 
• Gestures
• Always smile at the customer (Despite attitude/behavior)
• Maintain eye contact and nod your head (To show that you are engaged)
• Positive Language
• "My apologies. . . you're welcome. . ."
  
• "I understand. . ."
• "Let's see what can be done. . ."

Resolve the Issue

One of the most vital techniques to dealing with a rude customer is solving their issues/concerns in a timely manner. Now of course, this consists of previous techniques as well.

• Recognizing and Solving the Issue
• For Example. . .
• If the flavor of a drink or meal is not to their liking/adjustment, apologize for the inconvenience and offer a replacement meal or drink.
• If the product did not meet their interests, sincerely apologize and offer a full refund and return.
• If the customer service of an employee was unprofessional, apologize and tend to the customer, then ask if they would like to speak to a manager about the situation.

In addition to resolving the issue, just simply acknowledging the issue as soon as possible makes the customer feel less frustrated and more likely to wait for a solution.

Right to Refuse Service

When to do so?

• Customer has constant/nonstop insults
• Customer is yelling/causing disturbance to other customers
• Customer's refusal to listen (Policies and Solutions)
• Additionally, when the customer is entirely set on "You are wrong".
• After many warnings informing the customer that it is hard to resolve their issue(s) with such language/attitude/behavior directed towards you.
• Employee(s) are no longer comfortable in engaging with customer.

Employees do have the right to refuse service to rude customers, and if you find yourself under any of these situations you have right to refuse service. Also, keep in mind that you have attempted to provide assistance but to no avail.