Correct and Polite Behavior When Dealing with Customers
Describe correct and polite behavior (etiquette) in all settings that deal with customers.
1. Keep smiling
It's important to remain polite and professional no matter how aggressive a customer gets. Keeping a smile on your face will help keep your attitude neutral and polite if you're dealing with the customer in person and make your voice sound pleasant over the phone. Also while you smile keep your ear and mind on the issue stated.
2. Let the customers talk. Ask leading questions to allow the customer to talk more so you can gather more "facts"
Rude customers could be acting that way because they feel mistreated, cheated or, possibly, the customer service they've received in the past was unaccept-able. Handle rude customers by letting them get rid of some of that negative energy. Avoid interrupting customers unless they become verbally abusive. This will make them angrier.
3. Apologize to the customer but also assure them you validate their concerns
Tell the customers you're sorry they are upset or you're sorry they had a bad experience. This lets the customers feel that you're listening and are sympathetic without admitting any wrong doing on behalf of yourself or your company. It will defuse the rudeness so you can get to the real problem.
4. Maintain a neutral tone of voice
Raising your voice in anger or to talk over a customer will only result in a shouting match and won't resolve anything. Maintain even breaths in and out and focus on keeping your voice calm and composed when you speak to the customer.
5. Get to the issue
The real problem is at the heart of the customer's rudeness. Jot down notes while the customer is talking so you can direct the conversation toward resolving the real issue. Listening actively for the reason behind the customer's rudeness will help you ignore insults and show the customer you can't be affected by rudeness or condescension.
6. Control your emotions
Never yell at a rude customer or start to cry due
1. Keep smiling
It's important to remain polite and professional no matter how aggressive a customer gets. Keeping a smile on your face will help keep your attitude neutral and polite if you're dealing with the customer in person and make your voice sound pleasant over the phone. Also while you smile keep your ear and mind on the issue stated.
2. Let the customers talk. Ask leading questions to allow the customer to talk more so you can gather more "facts"
Rude customers could be acting that way because they feel mistreated, cheated or, possibly, the customer service they've received in the past was unaccept-able. Handle rude customers by letting them get rid of some of that negative energy. Avoid interrupting customers unless they become verbally abusive. This will make them angrier.
3. Apologize to the customer but also assure them you validate their concerns
Tell the customers you're sorry they are upset or you're sorry they had a bad experience. This lets the customers feel that you're listening and are sympathetic without admitting any wrong doing on behalf of yourself or your company. It will defuse the rudeness so you can get to the real problem.
4. Maintain a neutral tone of voice
Raising your voice in anger or to talk over a customer will only result in a shouting match and won't resolve anything. Maintain even breaths in and out and focus on keeping your voice calm and composed when you speak to the customer.
5. Get to the issue
The real problem is at the heart of the customer's rudeness. Jot down notes while the customer is talking so you can direct the conversation toward resolving the real issue. Listening actively for the reason behind the customer's rudeness will help you ignore insults and show the customer you can't be affected by rudeness or condescension.
6. Control your emotions
Never yell at a rude customer or start to cry due