by Patricia Watson

Created on: September 03, 2009   Last Updated: October 10, 2009

At least once every shift, you will have to put your diplomatic skills to the test. How you deal with rude customers, will determine how long you are employed at your workplace. Customers are the life blood of any business. It is the staffs job to keep their companies customers satisfied enough to return. Learning how to cope with rude customers is vital, if you wish to remain in a customer contact job.

*How to deal with rude customers

~ Try and remain neutral in the situation. If the customer has a complaint about your company, don't join in with your negative thoughts. Never feed a rude customer the ammunition they need to continue their rant. You may agree with the customer's complaints against your employer, but you must never show the customer your position on the topic. Remaining neutral and calm will help diffuse some of the anger the customer is feeling.

~ Never allow yourself to react with anger towards a rude customer. If the attack is against your service, you will need to detach yourself from the situation. Keep a civilized tone in your voice and listen to your customer's complaint. It helps to offer an instant apology. Don't waste your time thinking that the customer is wrong. They may not be accurate in their assessment of your service, but an apology will most likely appease them and stop an escalation of heated words.

~ You do not have to accept threats or abusive language. If you feel you may be at physical risk, push your personal security device. Most retail establishments require their employees to wear a security device. When this device is pushed, it will alert either your manager or store security that there is a problem. While you are waiting for help to arrive, remain calm and just listen. Don't go into any defensive mode. Trying to defend yourself will only anger the already heated customer.

~ If the customer is just rude, with no reason, accept that they are just having a bad day. There is no law that says a customer has to be nice to you. This is a brief encounter between strangers, not a life-long friendship. There are some customers who will not like you, no matter how excellent your service is. Accept the customer's rudeness with a smile and quickly finish the transaction. Shake off any feelings of anger before you greet your next customer. Do not allow a negative mood to transfer to any other person in your line-up.

~ Keep a professional distance between yourself and the rude customer. Never take the verbal attack as personal. This will help you to remain calm and devoid of angry feelings.

Working with the public, demands a certain level of emotional control. Keep your personal feelings out of the situation and your rude customer will likely calm down.

Learn more about this author, Patricia Watson.
Click here to send this author comments or questions.