hbspt.cta._relativeUrls=true;hbspt.cta.load(53, 'd26d4627-d14f-45d7-8087-fc9073069301', {"region":"na1"}); Originally published Nov 5, 2018 8:00:00 AM, updated August 21 2020, How to Deal With Rude Customers: 7 Tips for Keeping Your Cool, Customer Service Skills For a Positive Customer Experience, 14 Common Customer Service Phrases to Avoid, How to Deal With a Difficult (or Angry) Customer: 16 Tips. Of course, you should always apologize, whether or not you feel you're in the wrong. Written by Swetha Amaresan See all integrations. Even if you are on the phone, smiling can lift your spirits and make you calmer. When trying to take advantage of a customer backfires. If and when this happens, complaints to that effect have to be lodged. Rude Customer Service. However, if you're communicating with said customer via email or live chat, you can take the necessary time to cool off and craft an appropriate response. You'll find that the customer will probably back off a little. As difficult as it can be to be at the receiving end of that, you never know what's going on in a customer's life. Remember to include “Sincerely” and then your name. And, maybe, your calm, patient self can help improve their day. The emotional part of our brain can act as a sort of gatekeeper for the rational part of our brain. Marketing automation software. Plus, an estimated $1.6 trillion worth of business in the U.S. is lost for the same reason. Include your email address to get a message when this question is answered. For example, you can write, “On April 1, 2016, I bought high-speed Internet service from you. Create a clear system so that at any time, a trained team member has … Taking 10 deep breaths -- inhaling through your nose and exhaling through your mouth -- can slow down your heart rate and help you collect yourself. I had this bad luck aura which was directing all upset customers to my receiver, so almost every day was as entertaining as eternity in hell. So when a customer gets too rude or abusive and this is a habit of theirs we look to fire that customer. He then looked up the complaint and realized tons of other users had the same problem. There are a number of causes for customers’ rude behavior. Often, the company will tweet back that they are looking into the issue. Bad customer service. By using our site, you agree to our. 6. In fact, you'd like to give them a few choice words, bid them good riddance, and slam down the phone. You might hesitate to write a letter. Eliminate sarcasm and rudeness. When a customer is verbally assaulting you, it's easy to lose sight of what the problem is. You'll try hard to put things right, whether that means replacing a faulty toaster, or providing compensation for a canceled flight. Unfortunately, the Internet speeds are no faster than dial-up, and I want to cancel my service. Second, by putting yourself in their shoes, you can come to understand where they're coming from. To learn more, read this post on conflict resolution skills next. I will send back any equipment requested, so long as you provide me with a box. This is when you may struggle to stay calm. You can calm yourself by taking a couple of deep breaths. In these cases, customer service representatives are in place to fix or explain an issue. If they don’t think they’re getting the customer service they’re entitled to, they may get upset. If you are dealing with a representative in person (as opposed to over the phone), then it is particularly important to remain calm. Perhaps, it's waves lapping onto a beach or the faces of your loved ones. However, among other customer service phrases to avoid is "Can I put you on hold?" For example, if they patch you through to someone else, say “thank you” before the transfer goes through. Simply, they're angry, and you're the person who had the misfortune of speaking to them. {"smallUrl":"https:\/\/www.wikihow.com\/images\/thumb\/f\/f5\/Deal-with-Rude-Customer-Service-Representatives-Step-1.jpg\/v4-460px-Deal-with-Rude-Customer-Service-Representatives-Step-1.jpg","bigUrl":"\/images\/thumb\/f\/f5\/Deal-with-Rude-Customer-Service-Representatives-Step-1.jpg\/aid5414174-v4-728px-Deal-with-Rude-Customer-Service-Representatives-Step-1.jpg","smallWidth":460,"smallHeight":345,"bigWidth":728,"bigHeight":546,"licensing":"