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How would I deal with rude and aggressive customers?

What should I do in a situation like this if I were faced with an aggressive customer?

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josh’s Answer

Depending on the level of rudeness, it is up to your judgement but you could kick them out and not do business with them. You could also just act in a passive way with minimal speaking to get them to get our their frustration and don't give them attention. If you don't give them attention, they will eventually leave.
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Trudi’s Answer

When faced with this situation, the key is to remain calm. Allow the person to say whatever they want. You dont have to accept abusive language, but drink some water or do whatever you have to in order to allow the person to speak. Then, take a pause and say what you have to say. I try to keep the person focused on action steps. So, for example, in my line of work managing claims, people are often unhappy with our decision to pay their claim or deny the claim. I offer them action steps, ie you can either submit additional information or file an appeal and I am here to help you with that. Dont take anything personally.
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Atul’s Answer

The best option is to remain calm and not getting carried away with rude, obnoxious people.
Unfortunately, World is full of it.
If it really gets out of hand, call your supervisor and involve her/him to address the situation.
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Dave’s Answer

Always stay calm . Listen to what they have to say...alot of the time, they just want somebody to listen to them. Let them know the things you can do for them. In my experience, its always better to inform them the things you're able to do instead of asking them what you can do. You may not be able to resolve their issue, but if you can help them understand what's going on, it may help diffuse the situation.
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Amanda’s Answer

Best way is to always be kind.
Always stay calm.
Never let someone steal your joy
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Daniel’s Answer

This can be really difficult Sabrina.

I would suggest apologizing that they feel that way and then repeat your company's protocol on the matter. Keeping a cool head is important in these situations even though it can be extremely hard. Also, try and remind yourself that for every one rude customer there are 100 satisfied/happy customers that you interact with. I would encourage you to try and focus on that aspect as well.
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Laurie’s Answer

Dealing with the public is always challenging, especially when people do not treat you with respect. I agree with the advice from the other posts. I would like to add that as a young student, you should not be expected to handle a rude or aggressive customer on your own. Your leader/supervisor should always be available to support you and step in if a situation escalates. Also, ask your supervisor if there are training classes available for you that will give you strategies for how to deal with rude customers. Most large companies have these programs, and at minimum have documents with suggested responses for such behaviors.
Always remain calm and do not escalate the situation by raising your voice, yelling, or engaging in the same rude behavior. If at all possible walk away and get support.
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