Dealing With Rude Customers

Overview

Whilst it may be tempting to argue with a rude customer, that argument isn’t going to get the best result. In Dealing With Rude Customers we help you learn how to explain your stance, hold your ground and professionally handle rude customers without losing your cool.

Topics include:

Calming rude customers
Handling rude complaints online and via email
Effective language to diffuse conflict
Finding solutions and satisfying the customer

Video Lessons

35 min

Approx. Training Time

Skills covered in this module

Customer service
Customer focus skills
Customer relationship management
Problem solving

Video Lessons

Introduction
Whilst it may be tempting to argue with a rude customer, that argument isn’t going to get the best result. In Dealing With Rude Customers we help you learn how to explain your stance, hold your ground and professionally handle rude customers without losing your cool.
Never Argue
Arguing with a rude customer is inarguably never going to end well. The key is to learn how to turn the situation around and unlock a solution that’ll placate everyone.
Listen and Understand
Rude customers want to—and need to—vent. So let them! The best way to kick off dealing with a customer trying to kick you around is by listening and understanding.
Explain Your Stance
There’s a time and a place for you to make your case, and this is it! Make sure you explain to the rude customer where you’re coming from without enflaming the situation further.
Avoid Sarcasm
Sarcasm never helps—and no, that wasn’t sarcastic. Replying with sarcasm to a rude customer is rather unlikely to ever be met with a positive response.
Prompt Better Behaviour
Customers’ rudeness can come from anger, disappointment and/or frustration. But by prompting better behaviour, you could reorient a rude customer and rescue the situation.
Holding Your Ground
Rude customers may be loud and in your face, but they’re not necessarily always in the right. Holding your ground in the appropriate manner at the appropriate time is of vital importance.
Refusing To Serve
Being polite, professional and polished doesn’t mean you need to allow yourself to be abused or bullied. You are a premium customer service provider, not a punching bag, and your customer must understand this.
Beware Over Email
It can be very hard to judge tone through written communication, especially over email. If an email appears to be rude, make sure you investigate the situation further before reacting and replying.
Blaming Never Helps
The Blame Game is never fun and no one ever wins! While the temptation might be there, curb your instinct and make sure you focus on really dealing with the matter at hand properly.
Congratulations
Congratulations, you’re now an expert at dealing with rude customers! Test your knowledge by taking the quiz below.