If you work in a public environment how do you deal with rude and disrespectful customers?

Answer 1

If you truly feel that they are offending you with their behavior (hopefully your employer has a sign somewhere that says "We have the right to refuse service to anyone"), tell them that you just work there and wish they could be nice to you as you would like to be nice to them. If they continue to be disrespectful and rude, I would simply walk away, go to your supervisor - explain the situation and allow them to handle the customer. No - I do not believe that "The customer is always right". When people are rude and inconsiderate they need to understand that is not always going to get their way. If you are the supervisor, depending on the corporate environment - they may kiss that customer's behind or tell them they cannot help them and that perhaps they would find service elsewhere.

Answer 2

When I get a rude customer I flash them the biggest smile I can, and treat them with a HUGE dose of niceness. This doesn't always work, but I have seen it completely turn a rude customer around. One customer even said I was a sweetheart for being so nice to him even after he was a jerk to me (his words not mine). One thing to keep in mind is I treat my customers the way I would like to be treated as a customer, remember that everyone has bad days, and sometimes a little smile makes all the difference.

Answer 3

Having worked with the public all my working life, I know this to be quite a dilemma! What has worked for me is....when the customer is speaking loudly, I intentionally soften my tone. The louder they are, the softer my speech. On the rare occasion this didn't work, I would very politely ask them what did I do to make them so angry. Or a similar question. This would cause them to ponder their anger and they would generally apologize. Most of the time they are just having a bad day and you happen to be in their "line of fire".

The rule of public service is "No matter what, the customer is always right". Sometimes you need to redirect their thinking. A pleasant tone of voice and a smile, along with a helpful attitude, wins over even the grumpiest of customers.

Answer 4

First - you must remember that they are the CUSTOMERS - and you are working in the service industry. If you find this extremely difficult - find a different way to make your money. The service industry means you provide service - and sometimes that service is given to rude and disrepectful people. It does NOT mean that you should lower yourself to their standards. Stay calm and cool.

Ask yourself WHY are they being rude and disrespectful? Maybe they have received horrid service from your company prior to dealing with you. Maybe they are in a hurry to get home to their wife who is dying of cancer. Maybe they are in pain due to chronic illness. Maybe their family is not loving. Maybe their dog just died and they are feeling angry. You can turn your attitude around and be the "good guy" here. Show some compassion and understanding - be as helpful as possible - and see what happens. What can it hurt? You'll be a good person - and they may have a turn around. If they are still acting like jerks when you are done serving them - at least you tried your best!

Good luck!

Answer 5

I've worked with the public a lot, and it's not work for the timid. I've found when people get mean, that the more sweetness that drips from my lips, the better. Usually people that act this way are looking for a negative reaction, that way they know they've ruined someone elses day, and that's really what they're going for. So the meaner they are, the sweeter I am. This usually dumbfounds them and they leave in a very unsatisfied state, which is what they deserve.

Answer 6

I worked customer service for a phone company for many many years so I didn't deal with customers face to face but still had plenty of rude and disrepectful customers. We took classes on how to deal with rude customers and some of it really worked. Make them feel human and take ownership of their problems. ("I understand how you feel, I would feel the same way if that happened to me. Let's see what we can do to make things better today). This usually surprises them because they are excpecting rudeness back. Tell them you will take care of their problem personally and they will be more willing to work with you. Everyone wants to feel like their feelings are valid. So just sympathizing with them and validating how they feel will make the customer feel better and feel like they are being taken care of they way they feel they should. You might be surprised and they may want to talk to your manager after the problem is fixed to commend you for what a wonderful job you did! Good luck!

Answer 7

I work in the health care field. There are some rude a** sick people out there! 99% Of the time I have to smile and give a generic, straight forward answer. If I were to say what was really on my mind everytime someone was rude to me, I would unemployed! There are times when you have to tell a supervisor what happened because the incident is so serious. But in most cases, it's the price you pay for serving the public!

Answer 8

I tend to try to be especially friendly/helpful/considerate/nice to these customers. It evokes one of two reactions - they either realize that they've become unintentionally rude, will apologize, and will turn their behavior around until they become better customers to work with. Or else it really gets them mad, and then after I've dealt with them I get a small smile, because I knew that I really turned up the nice, and just that was enough to make them more upset. Some people are really just pathetic.

Answer 9

Actually, I had one the other day. At first, I gave him my usual courteous service trying, as I might, to help him with his problem which was way beyond our scope (electronics)... he was asking about an electrical problem with his Sears air compressor... big difference from my electronics background. When he challenged me, questioning my expertise, I got my guard up. Finally, he accused me of not being very helpful and honest with him. So I politely told him that I didn't care what he thought, and that what I told him was the truth, to the best of my ability, and that if he didn't like it, he could shop elsewhere (where they have more expertise in his area of concern) and I showed him the door. The joke is on him, though, because there are few other places in Northern California (especially Sears) that come close to providing the selection and service that my employer offers.

Answer 10

Intelligence. There are always ways of getting back at people who are rude.

I used to help a friend who had a store in Gettysburg (unpaid help). It was great fun to deal with deliberately rude and obnoxious customers. I would smile and tell them that I could not be fired. They would ask why, and I would reply that I didn't work there, and then proceed to try to sell drums, fifes and other noisemakers to their children for the long drive home. I would explain to the kids in front of their parents how annoying each instrument could be in a car. More often than not the frustrated parent was forced to purchase a toy gun or such from me to quiet their enthusiastically cooperative offspring. My friend, the owner of the store, was convinced that I was one of the best salesmen he had ever met. He usually managed not to laugh until the customer left the store with their unwanted purchase.