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Business strategy
Dealing with rude and frustrating customers
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[QUOTE="Deleted member 28873, post: 79298"] Facing an abusive customer can be a frightening experience. If someone you're trying to serve resorts to rudeness, it can be difficult to know how to react. Even if you deal with customers and clients on a regular basis, a burst of hostility can come as a shock, and you can quickly find yourself in a difficult position. How do you manage your own feelings, so that you calm the situation and start looking for a solution? When do you make concessions, and when should you refuse to budge? Afterward, Stay Calm, Don't React The first thing to do is to remain calm and not respond in kind. If you're faced with an unexpected verbal attack, a natural defense mechanism is to "bite back." The UBC research suggests that rude customers "can violate an employee's sense of dignity and respect, and trigger negative emotions that can motivate employees to react negatively." So avoid "fighting fire with fire." And be tactful , or you risk inflaming the situation further. Something as simple as taking some deep breaths will give you a vital few seconds to gather your thoughts and avoid retaliating in a way that might lead to you being viewed as the aggressor. Staying calm will also help you to stay alert to your customer's behavior – which may deteriorate, whatever your response is. If that happens, it may be time to step away from the situation and contact a colleague for help. [/QUOTE]
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