Angry customers can be quite frustrating for customer service to handle. However, using the right approach, situations can be de-escalated, concerns addressed, and issues resolved in a professional manner that is acceptable to all parties involved.
In this blog, we will review effective ways to deal with rude customers. With the help of the tips outlined below, you can learn how to stop the storm, disarm anger and preserve positive customer relations.
Top Reasons Why Customers Get Angry
Customer frustration arises due to a combination of several factors. Here are some of the main reasons:
- Unmet Expectations: When expectations about a service or product are not satisfied, some customers may become disrespectful and angry.
- Poor Communication: When communication is unclear or responses are delayed, customers may become frustrated and upset.
- Past Negative Experiences: Past negative experiences, either with your company or other companies, make customers more susceptible to anger.
- Personal Issues: Personal problems or stressors can trigger bad mood and disrespectful reactions.
- Unfair Treatment: Whenever customers perceive being treated less equitably or more unfairly compared to other customers, they may feel angry.
Why do customers behave rudely?
Sometimes, customers behave rudely because their expectations are unaccounted. Other times, it is because of personal problems in their lives or simply because they had a terrible day. Accordingly, customers can transfer bad feelings to support agents.
It’s been observed that about a third of the clients will have more patience than two minutes for an agent on chat. Also, nearly three in five customers have hung up on an agent at one time or another out of frustration. Interestingly, one in every three clients admits to screaming or swearing at customer service representatives!
When customers feel ignored or undervalued, they may resort to aggression as their way of getting attention. Understanding these motivations can help representatives empathize and manage rude customers more effectively.
The importance of helping angry and rude customers
Whether or not you are responsible for the issue, angry or abusive customers must be dealt with promptly and courteously. Why? Some of the reasons include:
- Customer retention: if you communicate decently and try to solve the problem for the customer, this is bound to result in a retention of customer relationship towards future purchases.
- Positive feedback: When the customer is happy with how their complaint was handled, they may leave positive feedback about your company or write a favorable review online.
- Process enhancement: With the resolution, the company is able to identify bottlenecks for possible improvement in order to avoid similar incidents in the future.
A study shows that 34% of consumers have publicly shamed a business more than once, with 53% doing so due to poor customer service. A single negative experience can snowball, eroding potential customers’ trust in industries where businesses rely on peer reviews and testimonials.
How Can You Deal with a Rude Customer?
Once you understand why customers get angry and rude, you will apply adequate measures to de-escalate situations and solve issues. Here are some practical tips for dealing with rude customers:
- Stay calm and composed: Avoid being defensive, and don’t take their anger personally.
- Listen actively: Pay attention to what the customer says and try to understand them from their point of view.
- Acknowledge feelings: Show them you understand their frustration.
- Avoid arguing: Never argue with the customer. Seek a solution instead.
- Set expectations: Clearly explain what you can and cannot do to assist the customer.
- Involve a supervisor: If the situation is escalating or you feel you are in danger, don’t hesitate to call your supervisor.
- Follow-up: After the interaction, follow up to see if the customer is satisfied with the resolution.
- Offer alternatives: Provide the customer with choices about how the problem might be rectified; this gives them a sense of control.
Strategies for Dealing with Aggressive Customers
In addition to the tips mentioned earlier, here are some strategies on how to handle aggressive customers effectively:
Make an introduction
Introduce yourself and describe your role in the organization. This lets the client know the problem is being addressed seriously and that the appropriate staff members are taking care of it.
Use the client’s name throughout the conversation, addressing them by their last name with Mr./Ms. as appropriate.
Handle rude customers with empathy
Empathy when dealing with an angry customer helps you respond appropriately and react calmly. Being empathetic doesn’t mean you always agree with their perspective; it means you understand their feelings and can meet them where they are.
If you can genuinely understand how the customer feels, you’ll be able to connect with them on a personal level. Showing empathy during difficult conversations can go a long way in defusing the situation and showing the customer that you care and are actively listening.
Deal professionally
Do not follow the client’s lead with abusive behavior. Do not get defensive; keep a neutral tone. Remember dealing with such situations is part of an agent’s job, and they are an opportunity for you to show why you are the best fit for the job.
Give a brief overview of the issue
After listening to the consumer, summarize and restate the problems. This process helps the client find a solution by showing the differences and making sure everyone understands the issues.
Try to “chunk” the problem
Chunking is a process whereby a big problem is broken down into smaller, more manageable pieces. This way, we can more efficiently handle these manageable chunks and we are more willing to begin tackling the problem. Chunking is among the common ways whereby people approach complex challenges or even organize their daily routines.
Practice active listening
Rather than reacting to the anger behind the words, listen closely to what the customer is trying to get at.
Instead of only consoling the consumer and defusing the situation, by actively listening, you could decipher what’s really causing their anger and how to address it. Try listening carefully to their rude comments and resolve the issue to win back their satisfaction.
Appreciate them for sharing the problem
Thank the customer for bringing their concerns to your attention, especially if they are upset or frustrated. Acknowledging their effort and patience can help build rapport and show that you value their time. A simple ‘thank you’ can go a long way.
Set clear next steps
More often than not, you won’t be able to address your aggressive customer’s issue right away. So it becomes even more important to explain precisely how your team will resolve their problem.
Giving clients a roadmap of how you intend to address their issues is one great practice. This road map consists of:
- What you will immediately do for them
- What follows
- When they can anticipate a resolution or follow-up
Informing the client of the following actions will set expectations. Your customer won’t have to phone you every hour to get an update if they know when you’ll follow up or fix their problem. By clearly outlining the next actions, you can save the conflict from getting worse and straining your team.
What should you do after experiencing a rude customer?
Even the most seasoned representative’s confidence can be rattled by aggressive customers. If these steps are followed, you can quickly make the negative experience work as a benefit for yourself.
Reflect on the interaction
Take time to reflect after the contact. Go back and review the conversation objectively. Were there any points where the situation could have been handled differently? What worked well?
Note down the details of the conversation, including the client’s complaints, your responses, and the inferences drawn. This is helpful for future reference, particularly if the issue worsens or there is a follow-up.
Get feedback for improvement
Discuss such challenging situations with supervisors in regular team meetings to seek their insight.
Consider the experience as a launching pad to continue to grow and improve. This may include revisiting product knowledge, refining communication skills, or undertaking additional training, such as role-playing, on handling rude customers.
Get support post-confrontation
Take some time off after the interaction. Do a few breathings, take a short walk, or have coffee to calm down.
After that, try to talk about whatever concerns have arisen with a colleague or supervisor. Sometimes talking to another person about a rude customer interaction can give you useful ideas.
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Book a free demo today and see how we can help your business deliver exceptional service for your customers and achieve your goals.
FAQs
1. How should you respond to aggressive behavior?
Try to use de-escalation skills by following the these measures:
- Maintain a calm posture: Breathe deeply and avoid using an emotional tone in your voice.
- Acknowledge their feelings: Show them you understand why they’re frustrated.
- Set boundaries: Clearly communicate the dos and don’ts regarding behavior.
2. How would you handle rude, unhappy customers?
When working with rude customers, self-control of your emotions and answering inflammatory conduct with cool, calm reactions will surely help. Try to avoid making it personal. Always listen to your customer and, when appropriate, apologize. But where necessary, stand your ground.
3. What do I do if a customer becomes verbally abusive?
If the customer becomes verbally abusive, it is necessary to prioritize safety and attempt to de-escalate the situation. This may involve having to leave the conversation, seeking the involvement of a supervisor, or dismissing the interaction altogether.
