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Tips on how to Handle an Abusive Patron

Whether or not over the phone or personally, people in the client service industry typically have to deal with rude customers everyday. Sadly, customers are always right, even when they’re not right, and they understand it. Employing these tips will ensure that coping with a rude customer doesn’t send your whole working day into a tailspin.

Keep Patient

When you are dealing with an angry customer, remain calm despite how disrespectful the client gets. Staying courteous and professional will help you keep control of the situation. Do not increase your voice, or give in to their frustrations. If they’re trying to get you piqued up, you don’t need to play their game.

Try to keep Being happy

Smiles are contagious and they impact your attitude. As long as you can keep smiling while the customer gets on their tirade, you can keep a handle on the situation. When you smile, you release endorphins that keep you relaxed. Hopefully the customer will start to smile and calm down.

Do not Disrupt the Customer

Let the customer rant and rave while they explain their situation, but don’t focus on the irritated words. Instead, listen thoroughly and maintain eye contact so that you can determine what their issue actually is. The more they talk the more information you will need to resolve it for them.

Validate the Patron

Let the customer understand that you are listening and also they are being listened to. Echo their issue back to them to ensure that you heard them correctly and you didn’t miss any thing. Regardless if you agree that their concerns are valid, you should still validate them by appreciating them for being agitated.

Keep Positive

Regardless of how insulting the customer is, you should reply always with favorable comments. Guide the talk away from the adverse and toward the constructive by clarifying to the customer how you are able to fix their concern. When they know there is an answer impending, they are likely to cool down quickly.

Guide Them In the appropriate direction

Sometimes it is impossible to resolve an irritated customer’s problem on your own. When that happens, guide them in the direction of someone who can, whether it’s a supervisor, your boss, or your company office. Sometimes knowing who is the correct person to get in touch with for the help they need can calm them down.

Never Take It Directly

When customers fly off the handle, don’t take it personally. Don’t let it affect you, and don’t let it ruin your day.

Whether over the phone or in person, people in the customer service industry have to deal with rude customers every day. Using these tips will ensure that dealing with a rude customer doesn’t send your whole day into a tailspin.

When you’re dealing with an irate customer, stay calm regardless of how rude the customer gets. Hopefully the customer will start to calm and smile down.

No matter how rude the customer is, you should respond always with positive comments.

Taking care of your customers should not be intimidating or scary to you or them. Make the best of the situation and remember to leave it all at the office when you go home for the day. There is no value in taking the stress of the workday home to your family and friends. Many top companies like Continental Office Group allow their employees a “time out” after dealing with a tough customer. Taking a moment to calm down and reflect on the moment can do wonders for the soul.

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