Anyone with even a little background in customer service knows all too well just how trying this career path can be. It seems like there is always someone to talk to, a problem to be solved, and another just around the corner. In some ways, it is a bit like the arcade game whack-a-mole in that there are many problems rearing their ugly heads simultaneously. These could be anything-on one hand you have interactions such as a consumer experiencing personal discontentment with their shopping experience. On the other hand, some consumers decide to offer a piece of advice regarding the use or application of your product. While these interactions may be ever-so slightly frustrating, they do hold the power to grow your business if you respond correctly.
But, what if, instead of these examples, an irate customer decides to unload their thoughts in a not so pleasant manner? For one, the message of their communication is all over the place so to speak. And tow, the people also who have this reaction towards customer service are usually the most difficult to ease. Which is why companies must prepare for this specific reality. Bo Bennet, the CEO of eBookit.com, spoke to this: "Not being in tune with your customers is like living in an alternate reality; the way you think your customers feel about your product is not always the same as what your customers really think about your product."
To help you navigate these sometimes tumultuous waters of the business to consumer relationship, we have gathered a few pro tips to dealing with rude customers.
1. Your ears are your best friend
If there is one certainty about all rude customers, it is that they are more than content to talk and talk until it feels like they have no words left to use. Chances are, they will talk themselves in circles because of how frustrated or disappointed they are with an experience provided by your company. When this happens, it is easy to tune out these repeated messages. But, there is great benefit to paying close attention to everything these customers throw at you.
"When a rude customer repeatedly states their problem, it can push their audience to a breaking point," said Yusuf Shurbaji, Co-Founder and Managing Partner of Prismfly. "If you're the audience in this scenario, take a deep breath and pay attention to everything they utter. It could prompt a thought that allows you to solve their problem in the best way possible."
Simply put, listening to rude customers will serve you well, if you choose to make the most of it. Truth be told, it can be very natural to hyperfixate on the emotions such as anger that the customer is demonstrating because they are the most prominent element in the interaction. But, learning to look past this on a regular basis will revolutionize the way your customer service department operates. That's right, this is not a practice you can implement overnight. You will have to put some elbow grease behind it.
"Becoming a better communicator is a skill, so training yourself in this capacity would be wise," said Karim Hachem, VP of eCommerce at Maxine of Hollywood. "This is especially true for when customers take it a step too far by raising their voice or getting personal."
2. Empathy will always improve the situation
What rude customers do not realize about their actions is that they are directly seeking validation. They want to be told they are right about their perceived experience with your corporate offering. In some cases, they are right and deserve your full attention. In others, not so much. But, the old adage of 'The customer is always right' still rings true. This means you have to let the rude customers know you hear them loud and clear.
"Do you remember a time where you were struggling personally, expressed this to a friend, and they told you they have been in a similar position as you?", said Max Ade, CEO of Pickleheads. "It's no surprise you remember, as that level of human connection is often uncommon."
As someone in business, this should be great news. - you can bring an aspect of this connection to your customer service department whenever they deal with rude customers. Though your representatives will never have a close, personal relationship with your customers, they are also consumers themselves. Meaning, they can relate to your rude customers on this level. This empathetic act is what can make all the difference whenever such a customer walks through your door.
"Telling a customer something to the effect of 'I would be frustrated, too' can open them up to moving past their heightened emotions ," said Lindsay Malu Kido, CEO of Empower Pleasure. "That's the key right there-getting past the emotions that the customer is choosing to wear on their sleeve as a result of what they believe to be your company."
3. A level-headed approach is always necessary
Human interactions have this way of mirroring each other. Think about it for just a second. When someone appears happy to see you, you can feel similar emotions bubbling up within you. However, when you are seeing someone for the first time after a disagreement there is often hesitancy and anxiety between both parties. In the case of rude customers, it might be natural to meet them where they are at so to speak. But, any actions the customer perceived as rude will only exacerbate the problem.
"If you decide to take the bulls by the horns in customer service, you might suffer from burnout pretty quickly," said Jae Pak, Founder of Jae Pak MD Medical. "An attitude of grace and patience will take you further with rude customers than anything else."
The longer you spend with a single rude customer, the more likely it is that your blood will reach a boiling point. No matter what and under no circumstances whatsoever can you allow the customer to become aware of this. Any respect they have for your company will dissipate. From there, the interaction as a whole will become even more like pulling teeth. It could even mark the end of the relationships entirely. To be blunt, you cannot meet a rude customer with a rude attitude.
"You need to be doing everything in your power to maintain a level-headed approach," said Sumeer Kaur, CEO of Lashkaraa. "Even preparing ahead of time can do wonders for this effort."
4. Cut the issue off at the source
At some point, your company will operate long enough to see trends emerge from within your customer service department. This might already be the case even if you are unaware of it. These trends can help you navigate the murky waters of rude customers far easier. That is, if you choose to do something about them. The truth is, these trends are highly subjective to your situation. For example, there could be an element of your website that is causing great frustration for users. No matter what it is, doing something practical about these trends is highly advised.
"Finding ways to eliminate issues before customers bring them to you is one of the best ways to handle issues before they even appear," said Rachel Blank, Founder and CEO of Allara Health. "It's a little more intensive, but it beats coming face to face with a screaming person."
How do you go about identifying these issues? It starts with keeping a detailed log of all your customer service interactions, rude and otherwise. If organized thoughtfully, it will begin to paint a picture of the strengths and weaknesses in your products and customer service. From there, it falls to you and your company to address the weaknesses and in turn prevent rude customers from growing in the first place.
"Customer service is something you will have to solve time and time again no matter what industry you're in," said Maegan Griffin, Founder, CEO and Nurse Practitioner at Skin Pharm. "There is no magic solution, but one thing that really helps is to be preemptive about it."
5. Work towards a solution or restitution
There does come a point where all the preparation and kind actions come to a head and it's time to begin moving forward. Ideally, this should be happening as a result of the groundwork we detailed above. After all, dealing with rude customers is more like a stepping stone process than anything else.
"A rude customer can turn your whole day upside down if they somehow manage to push the right buttons with their words," said Max Schwartzapfel, CMO of Fighting For You. "Try not to give them that much time of day by getting to the heart of the matter with a solution."
Often, replacing or repairing the product is not sufficient enough for the customer's liking. If you come across a customer like this, you may need to go even further above and beyond to simmer them down. Traditionally speaking, restitution is what is on the rude customer's mind. This could be anything from a refund to another item offered as a replacement.
"The worst outcome you can have from dealing with a rude customer is someone who leaves huffing and puffing to tell their friends and family," said Asker A Ahmed, Director at iProcess Global Research. "You can avoid this by trying to make things right between yourself and them; it's the best outcome for both parties."
Rude customers are real and will drive you up the wall. There are no two ways about this. But if you can make your way through these interactions your company should weather the test of time. Apple CEO Tim Cook put it best when he said, "In the long arc of time, you are only relevant if customers love you."
