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How to handle rude customers.
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[QUOTE="Kennysplash, post: 71535, member: 26385"] If you are a business person you will certainly come across rude clients. In these situations it can be hard knowing how to react. The following points can help. 1. Stay calm and don't react The first thing to do is to remain calm and not respond in kind. If you're faced with an unexpected verbal attack, a natural defense mechanism is to "bite back." Staying calm will also help you to stay alert to your customer's behavior – which may deteriorate, whatever your response is. If that happens, it may be time to step away from the situation and contact a colleague for help. 2. Don't take it personally Chances are, your customer is angry about a bad product or service, and you're just the unfortunate target for their frustration. So instead of taking their rudeness to heart, try to empathize with them. 3. Listen and if appropriate, apologize Rude customers often need to vent their frustration. Always listen actively, no matter how unreasonable they sound. Saying sorry can solve the problem. Apologize to them 4. Solve the problem The best way to disarm a rude customer is to involve them in solving the problem that's fueling their behavior. Ask them what they feel would be an acceptable solution. That way, you have something concrete to work toward. Look for quick, simple solutions. Many problems that lead to customer rudeness will have occurred before, so you can handle it effectively. [/QUOTE]
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