Customer service is one of the most important aspects of managing a business, yet some customers are simply impossible to please. Learn the best ways to deal with rude customers.

A woman in Houston, Tex., was recently thrown out of a restaurant for posting an unflattering Tweet about the bartender. When the general manager found out about the message, he phoned in and had the woman removed. While the manager certainly has the right to refuse anyone service, simply “firing” the customer is not always the best way to deal with problematic clientele.

Dealing with customers is one of the most important aspects of managing a business. According to CustomerThink, a dissatisfied customer will tell between nine and 15 people about his or her experience, while 13 percent will tell more than 20. Eighty-six percent of consumers will quit doing business with a company altogether after a bad customer service experience.

But let’s face it, customers can be downright rude.

Customers can be impolite for any number of understandable reasons, whether it’s because they received poor service the last time they dealt with your company, because they are frustrated by the options you provide or because they are simply having a bad day. The key is not to focus on their attitude, but on how to resolve the situation.

While there is no surefire method to turn an angry customer into a happy one, some experts do have tips on how to better the situation.

BusinessKnow-How.com suggests a five-step process to overcome the problem:

1. Strategize. Develop a goal for your interaction with the customer and a plan for how to achieve it.
2. Acknowledge. Address the customer’s problem with phrases like, “I understand how you feel” and “I apologize,” as these can help defuse tension.
3. Clarify. Confirm what the customer’s problem is or how he or she sees the situation to ensure you can take the best steps to address concerns.
4. Present a resolution. Offer the customer a solution to the problem and alternatives that might also prove useful.
5. Check back. Ensure that the customer is satisfied with the resolution to the situation, using phrases like, “Does that make sense?” and “Will that meet your needs?”

Following these basic steps can help keep you focused on resolving the situation and prevents you from becoming argumentative.

While dealing with a rude customer can be trying, you don’t need to sacrifice your dignity. In its Sales Machine commentary, BNET says that when dealing with an intense customer, you should become intense yourself.

“Don’t become as intense as the customer, but let your voice become firm and authoritative,” BNET says. “If you’re face-to-face, put on a serious expression, one that expresses clearly that you don’t appreciate being yelled at.”

When dealing with an angry customer or client, it is important to remember not to get angry yourself. “Since the rules of behavior are different for customers and those that serve customers, you’ll find that when you get angry…you are the one likely to be punished,” Robert Bacal, author of the Defusing Hostile Customers Workbook, writes at The Customer Service Zone. “It’s not fair, but it’s the reality.”

You should use your voice and body language to “make it clear that your help is dependent upon the customer’s ability to behave in a civil manner.” Customers will often “breathe a sigh of relief” at this tactic.

Once the customer has become civil, then you can apologize for the problem and attempt to help him or her.

By dealing with an upset customer with a firm but understanding manner, you can avoid the inevitable burnout that comes with being shouted at all the time, while also reaffirming that you and your business aren’t going to be pushed around.

Earlier

Should You “Fire” Bad Customers?

How to Give (and Know You’re Giving) Good Customer Service

Resources

Poor Customer Service
GoodCustomerService.org

20 Customer Service Statistics for 2011
by Omar Zaibak
CustomerThink, Nov. 23, 2010

Handling Challenging Situations with a Customer-Focused Mindset
by Terence R. Traut
Business Know-How

Dealing with Difficult Customers, Angry Customers and Just Plain Rude Customers
The Customer Service Zone

How to Cope with a Rude Customer
by Geoffrey James
BNET, Aug. 20, 2008