When Customers Are Rude and Wrong

There are fewer harder tasks faced by a customer service assistant than when the customer they are dealing with is rude. However, if that customer is also dealing with the company because they are unhappy with a product they've received or have a complaint of any description, and they're actually wrong, it can be incredibly difficult for the advisor to correctly guide them.

Explaining something to a customer is a skill in itself as once you are completely ofay with the processes of whatever product you are endorsing, it is human nature to become blind sighted by your ability to use the product. Being a good customer advisor means that you must learn empathy with the customer and share your learning experiences; in essence you must both remember that at some point you were just learning too. Engaging with the customer in this way should also allow you a way in to try and tame some of the irritation they are expelling, which will allow you to break down their barriers and express yourself suitably.

A rude customer is one thing, the best attitude is to just point blank ignore it and continue to treat them in the same way as you would any other customer but one who is rude and bordering on aggressive must be advised to calm down. As a customer service advisor you have a right to defend yourself from any rudeness or aggression but you also have a responsibility to both other customers and the company - both need defending and/or protecting. Other customers do not deserve to be put in an uncomfortable situation and therefore if you are confronted by a customer who refuses to stand down or be polite it is imperative that you learn the best way of phrasing "please sir/madam, there is no need to speak in that manner".

There are dozens of different ways of saying it and occasionally it is possible to spin your sentence so that you sound as though you are being light-hearted but so that they are fully aware of the gravity of the situation. Most customers will retreat, even if just a little, if they are told that if they do not calm down they will be asked to leave. This is of course in the in-store version, over the phone the advisor is in a different position with different responsibilities and rights.

Once you have calmed the customer down to a point of being able to speak with them without losing your head to their bite, you can coerce them round to listening to your explanation of whatever their enquiry is. Most customers are only rude when something has gone wrong so have a little bit of sympathy, call on your charming side occasionally and maybe be a little economical with the truth. You can spin things so that the customer feels unique and so that responsibility is removed from them and this makes them more inclined to relax - largely the biggest concern is for their wallet!

Remember, if you enjoyed this article or found it of benefit to yourself then why not subscribe to our page and you will be informed of all the most recent articles we upload. Speaking with a member of the team at Wonga or Orange will allow you to ask any further questions about customer service, so use one of the following numbers: Wonga contact number or Orange contact number.

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