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This article was co-written by Alyssa Chang. Alyssa Chang is a nutrition coach in the San Francisco Bay Area. She uses her expertise in neuroscience to help clients strengthen their brain and body connections, helping them recover, achieve goals, and move without pain. She holds a Bachelor of Science in Kinesiology and Exercise, Nutrition and Health from California State University, East Bay, is certified in Personal Nutrition by Z-health Performance, and is Board Certified. National Strength & Health.
There are 8 references cited in this article that you can see at the bottom of the page.
This article has been viewed 13,246 times.
Most of the time, someone who works in customer service will have to deal with rude customers. Sometimes, customers lose patience with employees, or some people get annoyed by the inconvenience of the situation, and others are simply quite rude. No matter what a customer’s behavior is, dealing with their rudeness is stressful for employees. Knowing how to defuse a stressful situation with a rude customer will help you feel happier and more comfortable at work, regardless of your profession.
Steps
Emotional control
- Breathe deeply, breathing through your diaphragm instead of your chest. Taking a deep breath of air into your belly helps relax your body, even in stressful situations. [2] X Trusted Sources American Psychpogical Association Go to Source
- Imagine the element of relaxation. Maybe it’s a place you’ve been to or a situation that’s completely imaginary, but visualizing a place or an element that helps you relax can help ease shallow thinking. your shallow and maintain calm. [3] X Trusted Sources American Psychpogical Association Go to Source
- Silently repeating the catchphrase helps to soothe yourself. Anything that keeps you focused and calm will help. You may think, “It’s not my fault. That person isn’t mad at me, and it’s not entirely my fault.” This will help remind you that the mistake wasn’t necessarily yours and that the customer’s anger will pass.
- Instead of providing commentary on the situation, you should follow the process of asking the question. This will let the customer know that you are not objecting to their complaint, and by answering your question, the person may see that it was all a misunderstanding. [6] X Research Sources
- Try to ignore any insults or rudeness from customers, and pay attention to their complaints. If the person doesn’t elaborate on them, you can politely but firmly ask about it, “Sir, I don’t quite understand what the problem is. How can I help you? Are not?”.
- You should say something like “What are your expectations?” and follow the question with a polite “Why do you have such expectations?”. You should be careful when taking this action, as asking questions in an impatient or impolite tone will cause the other person to see them as insolence. However, they will help you get to the root of the problem – for example, perhaps a customer misread an advertisement, or misunderstood the service provided.
- You may also need to state your position on the matter. This is normal, but you should remember to stick to your problem and reasoning without attacking the client or their logic. Doubting their logic or personality will only make the situation worse and make it harder for you to deal with the person. [7] X Research Sources
- If you communicate with customers via email, take a few minutes to calm down before responding. Take a deep breath, focus on what makes you happy, and only start composing your email after you’ve calmed down.
Assess situation
- Show your customers that you understand how they feel and why they’re upset. Tell them something like, “I understand why you’re unhappy. The situation was really upsetting.” [10] X Harvard Business Review Trusted Source Go to Source
- You can use a statement like “Okay, sir/madam, just to make sure I understand…” and then repeat what the customer told you. This subtle act will help them realize that you believe what they say, and that you take things very seriously. [12] X Trusted Source Harvard Business Review Go to Source
- You should try to say, “I’m really sorry for the inconvenience sir/madam. Let me see what we can do to handle the situation for you”. [14] X Research Source
- Use firm and polite phrases such as “Please let me finish the sentence”, “That’s not my question”, or “I didn’t say that”. [15] X Research Source
- If you’re communicating via email and the customer ignores something you’ve said, keep repeating it, or say, “Sir, I brought that up with you. Is there anything else I can help you with?”
Problem solving
- You might also consider consulting with your customers as to what they would like you to do to fix the immediate problem. However, you should be careful, because if the client maintains an inappropriate or unreasonable attitude, they will not want to offer a reasonable and practical solution. [17] X Research Source
- If you chat with customers via email, you can send them proof of contract or agreement, or simply forward the email to them in advance, if any of the previous emails have been resolved. solve this problem.
- Tell your supervisor about the customer’s complaint and possible cause of the problem, and mention that they are causing trouble.
- The supervisor will provide you with actionable instructions, or they will step in and chat with the client. At the very least, your supervisor will be able to help you come up with the right solution to the problem, ideally one that can be to the satisfaction of everyone involved. [20] X Trusted Source Harvard Business Review Go to Source
- Think positively about yourself. You should allow yourself to enjoy the good feeling after you have de-escalated a stressful situation without losing your composure. [23] X Research Sources
- Eliminate self-doubt by seeing the truth. [24] X Source of Research This process can be quite difficult, but you need to stop thinking about the situation and again you should accept that the client is not necessarily angry with you, and that they are not. mean rude things. The person is just upset with the situation, and you just happen to be “stuck in the middle.” [25] X Research Sources
Warning
- Never ignore a rude customer’s threat to you, your colleague, or your company. You should report any threatening or violent behavior to a supervisor.
This article was co-written by Alyssa Chang. Alyssa Chang is a nutrition coach in the San Francisco Bay Area. She uses her expertise in neuroscience to help clients strengthen their brain and body connections, helping them recover, achieve goals, and move without pain. She holds a Bachelor of Science in Kinesiology and Exercise, Nutrition and Health from California State University, East Bay, is certified in Personal Nutrition by Z-health Performance, and is Board Certified. National Strength & Health.
There are 8 references cited in this article that you can see at the bottom of the page.
This article has been viewed 13,246 times.
Most of the time, someone who works in customer service will have to deal with rude customers. Sometimes, customers lose patience with employees, or some people get annoyed by the inconvenience of the situation, and others are simply quite rude. No matter what a customer’s behavior is, dealing with their rudeness is stressful for employees. Knowing how to defuse a stressful situation with a rude customer will help you feel happier and more comfortable at work, regardless of your profession.
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