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TURNING TENSION INTO TRUST Smart Strategies for Handling Tough Customers
Rude customers are a growing problem for businesses.
— don’t interrupt them. Practice active listening by making eye contact, avoiding distractions, and signaling your interest by verbally confirming you hear their concerns. Repeat a description of the customer’s complaint to show that you understand. For example, you might say, “If I understand you correctly, you’re upset because the product you received arrived too late for you to use.” This shows the
According to the Society for Human Resource Management, more than 70% of workers experienced or witnessed acts of incivility daily for three months in 2024, damaging employee productivity and morale.
Is it ever okay to “fire” a customer? Or is there a hidden upside to investing the time and energy required to win them over?
customer you’re paying attention and validates their emotions. Figuring out the underlying issue can help you respond most effectively. Even if your business is not to blame, never descend to the level of an irate customer by abandoning your professionalism, politeness, or respect. Instead, apologize for their distress and work with them to find a solution. With luck and a little skill, you can turn that stressful encounter into an opportunity to show you are committed to excellent service — and transform that irate customer into a loyal, trusting fan.
Challenging customers allow you and your employees to practice active listening and show empathy for the customer’s anger or frustration. Consider the possibility that the customer is having trouble understanding what to expect from your product or how to interpret the instructions. In some cases, the customer’s problems may have nothing to do with your company. They could be looking for attention or venting to ease their own anxiety over other issues.
To understand the problem in depth, allow the customer to voice their complaints completely
WHAT OUR CLIENTS ARE SAYING “In speaking to Case Barnett regarding a personal injury situation recently, I was overwhelmed by his tremendous integrity and work ethic. This
gentleman didn't know me but still went out of his way to be incredibly helpful and compassionate. He thoroughly explained how the 'system' works and provided many tools to help me decide if I wanted to go through this on my own or seek professional help. (I chose the latter.) His advice has been invaluable and his work stellar. I couldn't be more pleased to recommend Case Barnett should you need an attorney in his area of expertise.”
This publication is intended to educate the general public about personal injury and elder abuse. It is not intended to be legal advice. Every case is different.
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