2006-11-19 22:54:28 · 20 answers · asked by Norm 1 in Society & Culture ➔ Etiquette
smile, stay calm, keep your voice down
call security
2006-11-19 22:55:55 · answer #1 · answered by irini d 2 · 0⤊ 0⤋
Look them in the eye. Sometimes this reminds them that you are a human being, and not a machine. Staying calm is recommended. If they are complaining repeatedly, say "Let me make sure I am understanding what you are saying" and repeat back to them verbatim, what they have said. Offer them the best solution you have, or call in a manager. If you are the manager, again, offer them a solution, if there is no solution, apologize profusely. Remember: working in customer service is HELL. Once you understand that the world is against you, it gets easier.
More often than not, customers will be rude, it is a fact of life, just like no one knows how to drive on the roads, and no one knows how to flush toilets in public restrooms. We are animals.
Aggression and rudeness usually comes from some other thing the customer has had to deal with earlier that day (sick kids, car breaking down, bills, etc.) so they will take out their frustrations on you. Be prepared.
The best thing you can do for a rude customer is try to find what is behind the rudeness. Sometimes it is unfounded, and there is no reason for their rudeness, but you can almost always disarm them by not being defensive, and listening to them. When you hear them out, you can see them visually calm down. This makes them a little easier to work with, most people don't feel listened to in many aspects of their life, they aren't expecting empathy from you, they are expecting difficulty.
Usually their angst has nothing to do with you personally, perhaps your workplace puts people through a lot of red tape, so that by the time they get to you, they are completely crazed.
I don't know.
But one thing's for sure: you get more flies with honey than with vinegar, so kill 'em with kindness, it works like a charm. Good Luck!
2006-11-20 07:05:42 · answer #2 · answered by jpi5 3 · 0⤊ 0⤋
I work the front desk of a hotel. Mostly at night so I get to see all the rude people I can handle.
I have different ways of dealing with people that are just plane evil.
Some times I just ignore then and they go away and sometime because we are not on camera I tell the were I think they can SHOVE there attitude.
2006-11-20 07:42:37 · answer #3 · answered by LadyCatherine 7 · 0⤊ 0⤋
Remember the customer is always right. Let them vent their anger to the fullest and when they stop allow at least 1 minute of silence before you respond and when you do, do not raise your voice, do not scowl and confine yourself to the subject. Most important maintain eye contact and if this is over the phone your cue will be "are you still there"
2006-11-20 07:09:59 · answer #4 · answered by Ithea Nzau 3 · 0⤊ 0⤋
The only thing to do is to be as polite as possible. Being rude back to them only escalates things and you're the one that looses your job. Most people are rude because they enjoy the feeling of power it gives them. If you are as nice as possible, they get to feel that power trip and you get them out of there as fast as possible and keep your job. If however they are being extremely abusive, call your manager. It sometimes helps and at the very least, it gives you a witness to the fact that you didn't do anything wrong in the first place!
2006-11-20 07:00:21 · answer #5 · answered by jingles 5 · 1⤊ 0⤋
Kill them with kindness. The ruder they are ... the kinder you should be. This works in all cases. I have worked with the public in the past and this has worked every single time. Good luck.
2006-11-20 11:23:48 · answer #6 · answered by cookie 6 · 0⤊ 0⤋
smile big and be a super nice B I R T C H .
say something like ' issssnnn'tt tthhaattt NNIIiCEE' like with a super thick north carolina accent. be super exaggerated with your smile and speak and movements.
my sister is a hairstylist and hits them on the head with a comb. she can snap that thing like nobody's business! OUCH! and they come back time and time again for more.
2006-11-20 08:11:23 · answer #7 · answered by craina c 4 · 0⤊ 0⤋
Kill them with kindness. Match the veracity of their anger with the kindness in your words. If they are rational at all they will calm down and realize what fools they are being. If they are just too far gone to speak with rationally then you are putting your self above them and don't have to worry about them writing a letter after it is all done.
B
2006-11-20 07:25:05 · answer #8 · answered by Bacchus 5 · 1⤊ 0⤋
Suck it up for as long as he doesnt violate your rights as a human being. If you feel that you cant handle the situation any further then you should hand him over to another colleague or a superior to deal with. I think that if you cant deal with angry clients then you are probably in the wrong profession since good client services consultants & sales people would know how to calm an angry customer down. good luck
2006-11-20 06:58:14 · answer #9 · answered by Claude 6 · 1⤊ 1⤋
Smile. It pisses them off even more if you're nice and courteous because they can't complain about it! Nine times out of then they want you to scream back so they have more ammo against you.
2006-11-20 07:53:59 · answer #10 · answered by arcanehex 3 · 0⤊ 0⤋
pretty much ignore them if they say something rude say uhhmm smile and grin to be polite if they are talking about the business be like a don't control that sorry talk to the people who do and smile.
2006-11-20 06:59:05 · answer #11 · answered by xX MisS eMo xX 2 · 1⤊ 0⤋