Most people who work in one way or another in the service sector at some point encounter a rude customer. Sometimes clients are impatient with the employee, some are upset about the inconvenience, and some are simply ill-mannered. Whether the client's behavior is justified or not, it can be incredibly difficult for an employee to deal with rudeness. Knowing how to defuse the atmosphere can help you feel happier and more comfortable in your workplace, whatever your profession.
Steps
Method 1 of 3: Control Your Emotions
Step 1. Remain calm
Rule number one in customer service is never to lose control, no matter how rude the person may be. Losing your composure will only exacerbate the situation and can quickly lead to your firing.
- Take a deep breath. Inhale and exhale using the diaphragm, not the chest. Deep breathing from the stomach area helps to relax the body even during stressful situations.
- Imagine something soothing. It can be a place you've visited once, or a completely fictional situation. The main thing is that visualizing something relaxing will streamline your thoughts and help you stay calm.
Step 2. Don't take insults personally
This can be difficult for some people, especially those who tend to take criticism personally. The key is to remember this: It doesn't matter what the client actually says, as the real cause of their problems has nothing to do with you as a person. Most likely, he is disappointed with the product he has purchased or that he has not received the desired service. It is likely that the client had high expectations from the start, or perhaps a simple mistake instantly frustrated him. Concentrate on solving the problem rather than feeling hurt or hurt.
Repeat soothing mantras to yourself continuously. It should be something that will keep you focused and calm. Try to mentally tell yourself, “This is not my fault. He's not angry with me, and I have nothing to do with it. " This will remind yourself that it is not necessarily your fault and that the client will sooner or later calm down
Step 3. Listen and find out what the real problem is
If a client is rude to you, you or your coworker may have made a mistake. Or maybe the person did not receive what he should have received. Whether the client's behavior is appropriate or not, it is important to listen to him and try to figure out what the problem is. It may not be easy to listen to an angry client yelling insults at you, but there is a problem behind that anger that you or your coworker can most likely solve. Ignore the person's bad behavior and focus on what caused the behavior.
- Instead of talking about the problem, ask questions. This will show the client that you are not brushing off their complaint, and by answering your questions, they may realize that some kind of misunderstanding has occurred.
- Try to ignore any offensive or harsh words from the client and focus on the complaint itself. If the essence of his displeasure is unclear, ask him politely but firmly: “Sorry, but I do not understand what the problem is. How may I help you?"
- Try asking a similar question, "What were your expectations?" And then politely ask, "Why did you expect this?" This should be done with caution, as such questions, when asked in a calm and polite tone, can seem cocky. However, they are needed to pinpoint the root of the problem. For example, the customer may have misinterpreted the ad or misunderstood what was being offered.
- You may need to explain your position on this issue. There is nothing wrong with this, the main thing is not to deviate from the topic and present your arguments without criticizing the client or his logic. By questioning his logic or character traits, you will only aggravate the situation, and it will be more difficult to deal with the client.
Step 4. Speak quietly and slowly
If the client becomes more and more angry, try lowering your voice and speaking more slowly. This should have a kind of calming effect and also convey to the client that you are behaving confidently and professionally. It is important to consciously control the tone and volume of your voice, because allowing yourself to be rude in response will only make the situation worse.
If you are communicating with a client by email, take a few minutes to get yourself together before responding. Take a few deep breaths, focus on something that makes you happy, and write your letter only after you calm down
Method 2 of 3: Assess the Situation
Step 1: Treat the client with understanding
It can be difficult to empathize with someone who is being rude or even aggressive, but this is the best tactic. This will show the client that you are not trying to ruin their experience, but that you want to work with them to solve the problem. This will help defuse the tension between you.
Show the client that you understand their feelings and why they are upset. Try saying something like, “I understand why you are upset. The situation sounds very depressing. "
Step 2. Put yourself in the client's shoes
While you don't need to actually represent the situation from the client's point of view, it can be helpful. At the very least, you should verbally briefly describe what happened on behalf of the client to show him that you are on his side.
Try saying something like, “Okay, let's repeat it just to be sure. As I understand it …”and then retell what the client has told you. That way, you subtly let him know that you believe his version of events and that you are taking what happened very seriously
Step 3. Politely apologize to the client
Once you are certain that the client is truly upset and reconstruct the course of events with them, apologize politely (even if you don't think they deserve it). The reality is that you won't be able to deal with the situation without apologizing and trying to fix the problem.
Try saying something like, “Sorry for the inconvenience. Let me see what we can do to sort out your question. "
Step 4. Don't back down
If the client is wrong and acting unreasonable, you should still apologize for any inconvenience, but stand your ground so that the person does not wipe their feet on you.
- Use adamant but polite phrases such as “Please let me finish,” “This is out of my purview,” or, “I didn't say that.”
- If you are communicating by email and the client ignores what you have already said, try repeating it or writing something firm but polite, such as “I have already figured this out for you. Is there any other way I can help you? "
Step 5. Admit that there is nothing you can do
An angry client is more likely to keep making the scene as long as he thinks his behavior will change the outcome. If you or your colleagues are unable to help, let the client know. Be polite but adamant. Say something like this: "I understand your disappointment, and I am terribly sorry, but with this question we can do nothing to help you." He may be even more upset, but most likely he will admit defeat and leave after he feels he has spoken out.
Method 3 of 3: Solve the problem
Step 1. If there is an easy solution, take it
If you have the authority to refund customers or exchange out-of-specification items, do so. This will keep the client happy and save yourself unnecessary stress. Often, the simplest solution is the most desirable for everyone involved in a situation.
You might want to ask the client what they think you should do to resolve the issue. Keep in mind, however, that if the client is still in a bad mood or behaving unreasonably, chances are they will not be ready to offer an informed, practical solution
Step 2. Look for written confirmation
If a customer has a problem with a purchase, ask them for a receipt. Or if a client makes demands that contradict the agreement they signed, you can show them the agreement. Whatever the situation, having any kind of documentation or supporting data will help you quickly stop an angry customer's demands if they are unfounded.
If you have communicated with a client via a chain of emails, you can send him a confirmation of a contract or agreement, or simply refer to a previously sent letter if any previous correspondence is related to this issue
Step 3. Consult with the manager
If you are not authorized to make a refund or replacement of an item, or if you are confident that doing so would be against company policy in this case, talk to your manager. If the client is angry or unreasonable, you should report it to the manager, as he may need to intervene before the situation escalates.
- Tell the manager what the client is complaining about and what might be causing it, and mention that the client is difficult to deal with.
- The supervisor can give further instructions or step in and talk to the client on their own. At the very least, he should help you strategize for a sensible solution to the problem, ideally one that satisfies all parties involved.
Step 4. Take a short break once it's over
Once the situation is resolved or at least defused, it is important to take a short break (if your position allows it). Go outside to get some fresh air, have coffee or tea, or just go to the toilet and wash yourself with cool water. Whichever strategy you choose, it's important to give yourself some time to calm down and relax after a stressful and potentially upsetting situation.
Step 5. Work on letting go of the situation
After a stressful situation, such as dealing with a rude client, resist the temptation to vent your anger on coworkers or even friends or family members when you get home. Experts warn that letting off steam is actually quite detrimental over time, especially if you do it often. While it provides short-term relief and satisfaction, over time, the brain will get used to letting off steam and throwing thunder and lightning in an attempt to cope with stress and anger. Not only is it bad for you, but it will surely upset your friends, family, and coworkers.
- Think positively about yourself. Praise yourself that you were able to defuse a tense situation without losing your composure.
- Set aside self-criticism by looking at the facts. It can be tricky, but it's important to step back and realize once again that the client was not necessarily angry with you, and most likely, he did not mean all the rudeness that he said. He was just upset about the situation and you got caught in the crossfire.
Step 6. Work to prevent future problems
Be honest with yourself if you could have done something differently to avoid the problem. Don't beat yourself up about it, just determine if you or your coworkers could have done something differently. Then use that bitter confession as an instructive lesson. You have successfully recognized the problem, dealt with it and solved it, and this is something to be proud of. It will be easier the next time and you will know how to deal with unpleasant clients.