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How to handle rude customers.
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[QUOTE="Jasz, post: 257494, member: 61772"] You're most likely to encounter angry or rude customers or clients when you're providing customer service, so it's important to know how to react appropriately. An angry customer or client has a legitimate reason to be upset, but they can't hear your response or suggestions if they're shouting, using abusive language, or coming across as aggressive. According to the American Psychological Association, "there is an invisible line that divides those who handle angry customers with ease from those whose hackles are immediately raised by even the slightest perceived affront." Knowing what to do when presented with an angry customer or client goes a long way toward preventing a confrontation. It's every business owner's nightmare: an angry customer or client. Remember that there is a difference between constructive criticism and angry complaints . When dealing with an angry customer or client, remain calm and professional even if they are yelling or swearing at you. Anger can be a devastating emotion. It clouds the ability to think clearly and make rational decisions, and it can make a problem you are trying to manage even worse. It's possible to avoid or at least diffuse a dangerous situation. Words like: I'm sorry, be patient, calm down, take it easy, we can talk about this, we can resolve this; can clear the air [/QUOTE]
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