Customer service representatives interact with customers on behalf of an organization. One of the ways in which customer service representatives interact with people is through the telephone. Talking with someone effectively on the phone is a form of art which must be learned deliberately. The phone conversation is different from other means of communication such as emails and letters. Talking on the telephone differs from talking with a person physically because a telephone conversation is basically done through verbal communication unless when a video call is involved while talking physically with an individual involves the use of non-verbal and verbal communication. With phone conversations, editing and proofreading are not possible. The receiver of the call gets the message as it is being said by the caller or vice versa.
One of the toughest parts of customer service is knowing how to handle an impolite customer. Business owners as well as customer service agents, run into impolite customers/clients regularly. Rude customers have nothing against you. They are trying to communicate that they are dissatisfied with the way they have been treated or not satisfied with your company’s product or service. For this reason, it is advised not to take any of the insults and rudeness from a potential customer personal. Resist the urge to react in the same manner as the rude client.
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Keep using words and statements that show you know how they feel.
Customers are always right. There is no point yelling at a rude caller on the phone. Before you pick up the phone take a deep breath, wear a smile always and greet. Take a break after receiving a phone call from a rude client before receiving the next phone call, this will prevent you from transferring aggression to the next caller.