1. 1 1.Keep smiling. Flo PPT on dealing with Rude Customers 2013 How to Deal With Rude Customers

2. 2 2. Let the Customer Talk.  Let the Customer speak his/her mind first (this can help them blow of some steam)  Ask leading questions to gather facts and steer the customer in the right direction  Avoid interrupting the Customer  Things like the order number and username can wait until they have said their part Flo PPT on dealing with Rude Customers 2013 How to Deal With Rude Customers

3. 3 3. Apologize to the Customer and assure them you validate their concerns.  Your opening line after the customer’s initial rant can be key in setting the tone and mood for the rest of the conversation  “I am sorry that you’ve had such a frustrating experience so far, I am going to do whatever I can to help you, ok?”  The Key is to make the customer feel that you are sympathetic towards his/her concerns without you admitting any wrongdoing on behalf of yourself or the company  Defusing the tension of the situation will allow you to get to the real problem at hand Flo PPT on dealing with Rude Customers 2013 How to Deal With Rude Customers

4. 4 4. Be conscious of your tone of voice  A high-pitched and empathetic voice says, “I’m enthusiastic about this subject.”  High pitch combined with drawn out speed conveys, “I don’t believe what I’m hearing.” We never want to use these:  A monotone and flat voice says to the customer, “I’m bored and have absolutely no interest in what you’re talking about.”  An abrupt speed and loud tone say, “I’m angry and not open to input.”  Slow speed and low pitch communicate the message, “I’m depressed and want to be left alone” Flo PPT on dealing with Rude Customers 2013 How to Deal With Rude Customers

5. 5 4. Be conscious of your tone of voice  It doesn’t take long after a customer hears the tone of your voice to pick up on your attitude  Customers know within ten seconds of initiating the call whether they’re talking to beauty or the beast Flo PPT on dealing with Rude Customers 2013 How to Deal With Rude Customers

6. 6 5. Get to the issue.  The issue lies at the heart of the rudeness  Take notes and listen carefully so the customer does not have to repeat him/her-self  Focusing on the actual issue helps portray to the customer that you will not by influenced by their rude behavior or angry emotion Flo PPT on dealing with Rude Customers 2013 How to Deal With Rude Customers

7. 7 6. Control your emotions.  Control your emotions or your emotions will control you  Don’t let it get to you, i.e. cry or yell back….  The hold button is your friend if you feel that the customer/situation is getting to you  “I’m in control of my emotions. Control of my emotions…” –Spock Flo PPT on dealing with Rude Customers 2013 How to Deal With Rude Customers

8. 8 7. Counteract the rude behavior.  Avoid responding to a customer’s rudeness with negative comments  Positive wording will steer the conversation away from angry, rude comments  Assure them that you want to make this experience better Flo PPT on dealing with Rude Customers 2013 How to Deal With Rude Customers

9. 9 8. Remember that it’s not personal.  The Customer is being rude to you in the context of your job, not to you personally  Keep rude comments in the perspective of your job and don’t take the customers comments or actions personally Flo PPT on dealing with Rude Customers 2013 How to Deal With Rude Customers