Rude Angry Customers: 5 Ways to Stay Calm & Caring | #Custserv #Peopleskills
by Kate Nasser |
Rude angry customers don’t have to demotivate you and wear you down. Rude angry customers can actually be one of the best people skills learning experiences you will ever have.
How? It helps you to develop even more emotional intelligence. This will serve you well throughout your career and your life. I have been teaching people skills, teamwork, and customer service for 25+ years. The right thoughts and mindset are crucial! It’s emotional intelligence in action.
Think these 5 things when working with rude angry customers for best results. It keeps you both calm and caring — a winning combination.
5 Powerful Beliefs to Win Over Rude Angry Customers
Practice these thoughts as a daily mantra and your outlook toward rude angry customers (and rude people in general) will change. Your people skills will blossom with these emotionally intelligent thoughts!
- Thorns don’t attack you; they protect them.
Plants have thorns to protect them. So do people. When you hear a person’s thorns, recognize their fear and weakness. The thorns are not attacking you. They are protecting them. Do not attack them from your fear and you will not get pricked by their thorns.
- Easy doesn’t sharpen a thorn. One of the most common questions I receive is “If we are nice to rude angry customers, aren’t we teaching to be rude next time?” No! Your positive responses do not teach them to be thornier! Thorny customers are adults who make their own decisions.
- De-thorning them will hurt you! If a stranger tried to kick down your defense mechanisms (like your front door), how would you react? Fight back and defend? Well, the customers don’t have a family relationship or close friendships with you. To them you are a stranger. If you try to clip their thorns directly, they will defend and prick you back.
- Empathize w/ Their Emotion; Don’t Analyze Their Thorns! Trying to analyze a customer’s thorns in the few minutes you have to deliver service is not feasible or logical. It takes therapists years to analyze a client’s emotions. Yours is to deliver service, not to change the customer. Empathize emotion don’t analyze it.
- Positivity Beats Equality; Don’t be a Thorn! During a recent workshop a technical support rep asked me “Why do rude angry customers acting badly deserved to be treated well?”. I replied, “You treat rude angry customers (and all customers) well because it works. It gets you to the end goal.”
Treating the customer badly will not get the customer to treat you well. More importantly, it will veer you off course from business success. Positivity beats equality as a winning strategy in customer service.
Be the sun, not the thorn. You can’t change people; you can change your beliefs and influence the outcome!
Tap into more of Kate’s playbook on delivering The Ultimate Customer Experience especially in difficult moments — click here.
From professional experience to your success,
Kate Nasser, The People Skills Coach™
Grateful for image by Yogendra174 via Flickr Creative Commons License.
©2010-2015 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email firstname.lastname@example.org for permission and guidelines. Thank you for respecting intellectual capital.
Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on delivering the ultimate customer service, leading change, employee engagement, and teamwork. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.
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~Kate Nasser, The People Skills Coach™