1. First and foremost, listen: Do not try to talk over the customer or ague with them. Let the customer have their say, even if you know what they are going to say next, that they don’t have all the information or that they are mistaken. As you listen, take the opportunity to build rapport with the customer.
2. Build rapport through empathy: Put yourself in the customer’s shoes. Echo the source of their frustration and show that you understand their position and situation. If you can empathize with a customer’s problem, it will help calm them down.
3. Lower your voice: If the customer gets louder, speak slowly, in a low tone. Your calm behavior can carry over to them and help them to settle down. As you approach the situation with a calm, clear mind, unaffected by the customer’s tone or volume, their anger will slowly disappear.
4. Respond as if all your customer are watching: Pretend you are not talking only to the customer but to an audience that is watching the interaction. This shift in perspective can provide an emotional buffer if the customer is being verbally abusive and will allow you to think more clearly when responding. Since an unruly customer can be a negative referral, assume they’ll repeat the conversation to other potential customers; this mindset can help you do your best to address their concerns in a calming way.
5. Know when to give in: if it is apparent that to satisfy a rude customer is going to take two hours and a bottle of aspirin and still result in negative referrals, it may be better to take the high road and compromise in their favor. This will give you more time to nurture other more productive customer relationships. Keep in mind that the interaction is atypical of customer and you are dealing with an exception.
6. Stay calm: if the customer is talking on top of their voice, take a deep breath and continue as if you didn’t notice that. Remind the customer that you are there to help them and you are their best immediate chance of resolving the situation. This simple statement often helps defuse the situation.
7. Do not take it personally: Always speak to the issue at hand and do not get personal, even if the customer does. Remember that the customer doesn’t know you, he is just venting frustration at you as a representative of your company. Gently guide the conversation back to the issue and how you intend to resolve it.
8. Remember that you are interacting with a human: Everyone has an occasional bad day. Maybe your rude customer had a fight with their spouse. We have all been there, to some degree. Try to empathize and make their day better by being a pleasant, calming voice it will make you feel good, too.
9. If you promise a call back, call back: Even if you promised an update that you don’t have yet, call the customer at the scheduled time anyway. The customer will be reassured that you are not trying to dodge them and will appreciate the follow-up. At the end of the call, let the customer know exactly what to expect, and then be sure to follow through on your promises. Document the call to ensure you are well prepared for the next interaction.

Building Self-Confidence

What is Self-Confidence?

Self-Confidence is a feeling or belief of trust about your abilities, skills and judgment you have in yourself to talk or handle customers. Self-confidence can help you to become successful in your personal or professional life, meaning you will not have the fear to face or address challenges.

How can you build self-confidence?

1. Understand and learn as much as you can about the job you are doing and the company you are working for. When you understand and know what you are supposed to do, you will be confident enough to answer or provide correct solutions to customer complaints.

Why confidence is important

1. It helps you deal better with conflict.
2. It improves your communication skills.
3. It helps you grow in your career.
4. It helps you serve customers better.