by Ann E. Smith

Created on: August 20, 2009

There are all kinds of jobs that involve dealing with the public. A concierge at a hotel is responsible for solving all kinds of guest complaints and accommodating various requests. A busy server at a restaurant takes orders, delivers food and affects the entire dining experience by being friendly and efficient.

An associate at a retailer helps you make decisions for important purchases like the perfect wedding dress, the most heavenly bed or the coolest mobile phone. A customer service representative at the cable company helps you sort through what is going on with your system.

No matter what the job specifics, people who work with the public share a certain requirement for success - they must have a thick skin. People will take out their frustrations on them, and they must be able to handle this unpleasant aspect of the job.

If you work in such a role, below are some tips on how to deal with rude customers.

* Understand that it's not personal.

The golden rule for dealing with rude customers is to understand that it's really not personal. The customer is not happy with something involving their experience at your restaurant or store. And sometimes their frustration is with due cause.

Your role is to listen and to fix the problem. In this role, you are representing your company. And you must take the feedback from the customer as venting about your company - not you as an individual.

Remember, the customer does not know you on a personal level. Their insults and screaming are not directed at your person, unless you have made a huge mistake. While you do not want to discount what has upset the customer, you must recognize that it may have nothing to do with your personally.

* Be willing to listen openly.

When a customer is upset, he may say things he does not mean. He is not likely to present his nicest side. Often after a couple of minute of exploding, the irate customer will feel better and calm down, and then your job will become easier.

While you are not a punching bag, and understandably so, you should be willing to listen for a few minutes. Let the customer tell you what he needs to say. Do not react defensively. Give the customer time to vent, and then respond.

* Remain calm.

When someone is being rude, it can be unpleasant. You may want to react and to deliver a blow back at this person, especially if their behavior is unwarranted.

Your best bet, though, is to remain calm. By doing so, you will feel better about yourself. And you will also avoid further escalating the situation. If the customer is looking for a fight and realizes you are not up for it, he will likely move on to someone else or take a different and less abrasive approach.

* Get assistance.

Sometimes situations go too far. When dealing with a rude customer, you do not want that to happen, especially at the risk of making other customers uncomfortable or frightened.

If a customer is belligerent and out of hand, you need to know when to draw the line and seek assistance. Try to remove the person from the situation. Ask the person to come to a quieter place.

If you feel threatened, do not hesitate to call security or follow other protocol for really unruly customers. Each situation is different, but sometimes drastic measures may be needed. There are a lot of crazy people out there, and you need to keep safety for you and your customers a priority.

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