Training Library

Dealing With Rude Customers

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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
11
Video Lessons
35 min
Approx. Training Time
Ebook

Skills covered in this module

  • Customer service
  • Customer focus skills
  • Customer relationship management
  • Problem solving
Video Lessons
  • Introduction

    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

    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

    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

    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

    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

    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

    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

    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

    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

    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

    Congratulations, you’re now an expert at dealing with rude customers! Test your knowledge by taking the quiz below.

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