Rude customers will be part of any business, sooner or later. Luckily, there are ways to minimize the problems they might otherwise create for you. Here are three tips to help you cope well with customers who are rude:
Realize that rude clients generally are not upset with you
Sometimes, customers simply are having a bad day. Perhaps something earlier happened, which disappointed them. In other cases, they might be thinking about something bad from the remote past. You might ask these clients if you can help them in any way, and simply by drawing their attention to their behavior, find that the situation immediately improves.
Empathize with your customers
Sometimes, the reason your customers are being rude is because of flaw (real, perceived, or otherwise) with your product, service, or other portion of your business. In cases like this, you ought to do whatever you can to resolve the issue, or find someone who can help more. The last thing a client wants to hear is that”It’s not my duty,””Our policy is (insert weak excuse here),” or a similar statement. Clients (even rude ones) need resolution, or at the very least, to be treated with kindness and understanding of their situation. While you may not be able to directly improve the matter, you should under no circumstances make it worse. A little compassion can go a long way towards defusing the customer’s rudeness.
Recognize that some customers can not be pleased
For these customers, you may do everything possible, yet still be unable to satisfy them. In these instances, success may mean just barely keeping them from leaving, and so long as you understand this, you can save yourself many headaches. At other times, you will finally realize that certain clients are merely a bad fit for your business. When clients are routinely rude, abusive, attempt to benefit from your business, or violate standards of acceptable behavior, then you should probably bid them farewell, and ask them not to return. In the truest sense, these aren’t clients, but rather problems that are waiting to happen, and there is no reason for you to wait until tragedy strikes.
In summary, it is possible to cope better with rude customers by taking a step back from the situation, empathizing with their issues, and realizing that some clients can not be helped. When you use these suggestions, you will discover rude clients to be no more difficult to deal with than any other client.