Dealing with extremely rude customers

[Ben Anderson]

I am always looking to improve my customer service skills in business. I basically had a situation today, where a customer went nuts at me because their emails were not working.

Of course, being the customer that really frustrating. This was basically due to the fact they tried to setup their emails on their phone and put the wrong information in and got locked out (as our emails use the Google Mail Service).

However, this guy went absolutely nuts at me. He was quite aggressive and said to me 'You will stay on the phone until this is fixed or we are leaving your services right now'. I told him, that it would probably take an hour or so to fix and that we can call back once it's fixed. I apologised, kept calm and my cool (as you should). The caller said 'I will wait right here then' Basically, we were on the phone for 45 minutes. He just kept shouting down the phone asking for things and trying to connect his devices while I'm trying to fix the problem, I just had to keep calming explaining we were fixing it and thanking them for there patience (as these things take time). I then just kept getting sly comments from them all shouting in the office calling me an idiot and my service is appalling and it was outrageous and all of that. I tried to reassure them they have lost no emails and that they were just locked out because of security but it was just a total nightmare!

I did keep calm and just try and keep everything professional and calm. I didn't really know what the best thing to do in this situation. How would of you dealt with it? It was a pain trying to fix something, with the customer shouting at you every 10 seconds!

 

[Mark T Jones]

Really.

Keep calm - as you did - and tell him to do the same.

Then tell him you will not be continuing until he stops obstructing you.

Then put the hone down and wait for him to call back

 

[Root 66 Woodshop]

I don't think putting the phone down while the customer is already annoyed with you is the way forward at all... honestly, it annoys me to hell when people do this with me (I do have a tendency to rant on the phone myself when I'm not being treated fairly by a supplier)

The real crux is to determine exactly who phoned who... if they called you, then the best way forward is to suggest that you call them back as soon as you've fixed the issue as you don't want them to receive additional charges from their phone company for them holding on the line, this could in turn calm the customer down a little and make them realise that you're actually trying to help.

If you phoned them, let them know that you'll stay on the line as long as you can, inform them that the phone may go silent or they may be put on hold during the call.

While their on hold you can say and do whatever you want to calm down yourself so that you can reply back to them with a professional manner... I sometimes find myself going for a cig or making a brew while people are on hold with me... helps to calm down a lot....

Even sticking your fingers up at the handset, calling the customer every name under the sun, laughing at their situation as they've clearly not got a clue what they're doing as they're the ones that buggered up the setting up of a relatively easy set up.

doesn't really matter - as long as you remember to put them on hold while doing the above!

 

[kulture]

I have a much simpler suggestion. Tell the customer to go away. There are some customers not worth having. They cost more in time and support than they pay. This sounds like just such a customer. You can easily spend 80% of your time on 20% of your customers. Loosing the less profitable troublesome ones will free up your time to give a better service to the better customers.

 

[DavidWH]

There have been occasions in my younger days where I've vented at customer service on the phone (not that I'm proud of that)

It usually resulted in being told that will not tolerate it, and if it continues they will terminate the call.

We had one customer who the most arrogant person, making unreasonable demands, and trying to intimidate us... I don't get intimidated easily, and took great delight in calmly cancelling his order, and insisted he called in to get the refund on his card as the original transaction was done by chip & pin.

His face was priceless when he came round, expecting us to be bluffing, we took his card, refunded his £25, and sent him on his merry way.

There is something strangely satisfying about sacking a certain type of customer

Back to your question, if they're abusive and threatening, calmly advise they stop or you will terminate the call, and follow through with it.

When they ring back, same again.

 

[estwig]

I deal with the public in what can be a very stressful line of work, planning. If anyone gives me any attitude, I sack them immediately and spend my time on marketing, to find better clients.

Don't tolerate sh*t in any aspect of your life, it is too short and too valuable to waste!

 

[MBE2017]

Agree with estwig, but I always give them the choice of calming down and offering an apology for being rude, or they can call back when they are prepared to do so. Any answer than an apology gets the phone put down on them, you need to take control.

I taught my wife this since her employer gave no training and she had to deal with very rude clients daily due to the nature of her job, and I suggested she mentioned she was paid to deal with their problems, but she was not paid to be shouted and swore at. The first client she tried it on started to swear whereby she put the phone down, after three further calls each of which got the phone put down the client rang back and apologised, asking her not to put the phone down anymore.

Her manager heard all this and asked myself to help train other staff in how to take control, it’s their choice, be polite or call back again, but all staff deserve to be respected and backed against such abuse.

 

[Peter Bowen]

Hi @Ben Anderson

That sounds awful. I am sorry you had to deal with someone like that.

I've got just a little to add to the great advice in this thread.

See if you can get more perspective once you've put out this fire. If he was being rude because his wife was just diagnosed with cancer you'll probably feel differently about his behaviour than if he is just an [insert name of least favourite body part here].

If he is just one of those toxic people you should fire him if you can live without his money. If possible, give him a refund for the current month's fees and terminate his service immediately if your agreement allows for it. (If it doesn't, change it as a favour to future you.)

This may sound drastic but my experience has been that toxic customers consume far more of your attention and happiness than they ever return in income. The faster and cleaner you can get away from them the better.

We smaller business owners bend over backwards for our customers, we take things very personally. If he had done this at the post office, or council offices they would have called security to have him chucked out.

Best of luck with whatever you decide.

 

[titanlist]

Any customer who is rude, racist, sexist, or vulgar should be free to pack his bags immediately. Don't worry about profitability here, worry about employee morale. People can get downright nasty. The telephone allows people to show their evil sides since they don’t have to look someone in the eye.

 

[Mark T Jones]

Reminds me of an experience a while back in a tyre depot

One of the owners was on the phone to a customer. Said customer was evidently determined to get a price on tyres based on totally inadequate information - In fact we all learned that it was a '92 Bentley.

The owner was very polite in advising that he needed a correct size to quote prices, but the customer carried on.

A few politely delivered phrases 'I don't think we're the right supplier for you'; 'your needs are better catered for elsewhere', culminating in a still polite ' I'm terminating the conversation now. Do call call in with the car if you want us to supply'.

5 minutes later, a contrite customer called back with the required information, was given a price and all was happy.

 

[Mitch3473]

People like this consume not only time but patience. Get rid....they will drag you down.
We had a client, a very slow payer start dictating to me about when the driver will call and how and when she will pay her invoices. I simply told her once she has settled her account she can come and collect her laundry. She did.

 

[Ben Anderson]

Thanks so much for all your replies, its great to hear from those with experience and you all made some very interesting points.

Being 20 and I am now in my 2nd year of trading. I have learnt so much! It's really unbelievable how many people are untrustworthy/rude/ignorant, it really is an insight. I made many mistakes at the start and probably lost tonnes of money and time on bad customers. I always took the view that the customers always right (even if they weren't).

I always believe in learning and self-improvement. My business is really getting going now - after a massive learning period in the first year. Looking back it's crazy how many mistakes you make. At the start you just want customers, but you soon learn some are just not worth the hassle. I was so focused on getting glowing reviews - and forget about focusing on profit. Sounds really simple and stupid, but I have found the first year such an insight and a learning curve. I have found because of our friendly but slightly 'stricter' stance has ensured we get a better class of customer - of course, you still get the odd nutter!

I just find when you're a small business - you get talked down to by some because 'they're so much bigger'. I often find some managers of limited companies start going on about having 'special relationships' with WorldPay because they have 3 terminals and that they can provide the world with cheaper fees and all of that kind of talk and how great they can be to your business and they know everyone and no one.

Just can't understand how some can be so rude though! The other day I had someone looking for a website quote for their eCommerce website. His introduction manner was so rude with the sentence 'Just tell me now if you are one of those companies who overload their schedule' (this is before I even said hello) and 'I want it done perfectly and you better maintain it' and rang today and just said 'Will you put all my products on from the old site?' I replied 'There will be an extra charge for that sir, how many products will that roughly be and I will get you a quote". He replied '130 products' and then said 'What you don't put the products on for free?' and then just said 'Let's leave it then'. I am just wondering how these people ever find a company to work like that!!!!

 

[MBE2017]

I just find when you're a small business - you get talked down to by some because 'they're so much bigger'.

I used to have a market business, I had three shops and eight markets on the go. One day a sales rep called on myself whilst working telling me why I should buy from his company. I was buying at better rates, I imported approx 80% of my lines personally, and had used the same company from day one for everything else.

I pointed out I wasn’t interested, that I preferred my current suppliers better quality, and better prices and felt loyal to them since they had helped myself from day one.

The rep suddenly lost it calling myself a liar, after all I was only a market trader in his eyes. I simply laughed and pointed out I was working because I wanted to be there, he was visiting because he had been ordered to contact myself. I didn’t bother pointing out I was probably making five times his money, he was obviously struggling.

The point being, never take anything at face value, Carillion was a large company once. As mentioned elsewhere, turnover for vanity, profit for sanity.

 

[TODonnell]

There's probably a flow chart for this sort of thing:

- Client starts swearing -> is/is not paying us £750 p.h. -> politely rebuke or threaten to hang up, then hang up or put up with it.

- Client is unreasonable -> see above, more slowly.

- Client is simply a time-user-upper -> see above, more slowly still.

Overall: there are clients who have mental or emotional problems, or are unable to reason well or who are used to getting a positive response because customer service staff give into them i.e. the strategy is working, so, keep doing it!

"The customer is always right" is the worst customer service motto ever. The customer is often ignorant about what they're buying and, sometimes, obnoxious.

A good manager will back up his staff by politely telling these latter people not to behave that way. If they persist, that their business is not wanted. That often has a positive effect on the client. They 'wake up'.

But, some you want rid off, as they are just trouble. You spend too much time vs. the amount of money you are making off them. You can't get through to them, as unreason is part of their psyche. Whisper it: they may not actually be very smart.

They blame you when it all goes wrong, when it's down to them, and you end up wasting a lot of time and you feel bad. So, it comes down to ...

What is your time worth?

 

[Paul Norman]

From what you have said, I would have taken this customer up on their kind offer of terminating whatever contract was in place.

This behaviour was very rude indeed. And it will happen again, and worse, because bullies behave like that.

 

[promdressers]

Years ago I had a regular client, but he was an arrogant pain, and always late paying. Every time I called to do more work, he would pay the PREVIOUS bill. But he always paid a round number, in his favour - as the odd pounds and pence messed up his books!
I fell for it as I was new in business and he was one of my first customers. But he was on a power trip. Eventually, I insisted on full and complete payment, and he complied.

Imagine my delight when he phoned again. He is one of a very few customers that I spoke negatively too. I told him I did not need customers intent on messing me about .

 

[serendipitybusiness]

Regarding web dev clients. You learn to spot a problem client from the beginning but this comes with experience, the e-commerce guy you mentioned is a massive red flag. Don't worry about walking away, it is much better than getting into the development and then having to deal with them, trust me I have done both. Sometimes being firm and setting the rules at the beginning works though, however if they don't bend at all then, they are not worth bothering with. A client is for life, not just the development. What happens to them? They end up buying from a yes man and then are surprised when the website is crap, it takes months and they still don't have what they want.

I have only ever walked off one job, I should have known when she complained about her last developer but she had chosen a cheap indian team so that was normal. She tried everything to get me back after I walked off and is still contacting me trying to get me to work on her website years later. This is what happens to problem clients, they get stuck with crap developers.

With regards to customer service, especially in this area, don't fear. Customers appreciate honesty and good communication. Relish this as a challenge to turn them round and get them loving you. This makes it more fun.

Things go wrong, it happens no matter how good your product or service is. To me it is unfortunate but also a chance to prove just how good you are and how much you care. When a customer is angry it is generally because they are afraid. Afraid that they are going to get let down or ripped off. Understand their situation, listen to them, assure them that you both have the same goal, which is to make them happy and fix it, even if it costs in terms of profit or even a minor loss. Under promise and over deliver. You can turn customers with the worst experiences into your biggest advocates if you handle it right. I consider fixing problems as part of the marketing budget and a very effective part at that.

By the end 99% say how wonderful our customer service is, how they will buy from us again and how they will recommend us to their friends or colleagues. I get that kind of feedback from less than 10% of customers that have received a smooth and efficient service without issues.

 

[Deleted member 59730]

My response a few times was to apologise and say "It will never happen again, I've fired the person responsible for annoying you. She was very upset. You can probably hear her crying in the background. A bit sad really as she is a single parent and will lose her home as she can't pay her rent this month."

Works a treat. Suddenly the complainer realises that their concerns were not serious after all.

 

[estwig]

I had an apology email the other day from a planning case officer, he had made something of a mess of one of my planning applications, so I complained about it.
He apologised for the errors and then said..........

And we will of course, subject to current budget, flog someone as well.....

 

[deanpunchard]

I think you reacted perfectly and professionally.

What I'd do after the call, is to email the said person / company with a run though of what you did, the reasons for doing it, and why the problem appeared in the first place. Defend your service, and why it took the time it did. And then see what their reaction is, you might be surprised. However if their reaction is still bad, then walk away.

But in all honesty, it sounds like the guy on the phone was extremely stressed, and I'm not saying it's a valid excuse at all, but he'll probably look back and realise he was out of order. He's probably had his boss or client giving him grief, and you've sadly been the one to receive the brunt of it. It's not right or fair, but I always try to empathise with people, even if I don't agree with them.

 

[estwig]

What I'd do after the call, is to email the said person / company with a run though of what you did, the reasons for doing it, and why the problem appeared in the first place. Defend your service, and why it took the time it did. And then see what their reaction is, you might be surprised. However if their reaction is still bad, then walk away.

I completely disagree with this. Rather than spend time justifying yourself to arseholes, spend the time marketing for decent clients, who know how to behave.

 

[Pish_Pash]

This week, I've experienced my worst customer ever ... he went completely banzai on me (for no significant reason) & has now done several things that were just plain vindictive (& un-called for) ...trying to harm my business.

Here's the thing...I'm a bit tidy using the internet to find out about people & it transpires he's wanted by the Police in his native country [peers out over the top of his glasses]....

 

[JEREMY HAWKE]

Im very good with. People these days it is supposed to work the other way your supposed to get more bad tempered as you age

We dont know what is going on in that persons life or what has made them that way
I have always found an apparent twat will often end up being a decent person in the end one way or the other

When I was younger I told a customer to calm down or I would come down and throw him in the harbour

I dont need this drama now so it does not happen

 

[Prime81]

Coming from a customer point of view you have been very polite and calm. If I were in your position I would have been a lot more harsh as I shut rudeness down straight away. I think in this country we get a rough deal will big companies taking our money instantly and then not delivering service. The states seem to have customer service down to a tee. Maybe this guy was expecting the usual lack of customer service so was on the defence from the off. But do not the take crap off anyone. There are more decent customers out there you could use your time and effort getting to.

 

[alex360]

Hi @Ben Anderson

That sounds awful. I am sorry you had to deal with someone like that.

I've got just a little to add to the great advice in this thread.

See if you can get more perspective once you've put out this fire. If he was being rude because his wife was just diagnosed with cancer you'll probably feel differently about his behaviour than if he is just an [insert name of least favourite body part here].

If he is just one of those toxic people you should fire him if you can live without his money. If possible, give him a refund for the current month's fees and terminate his service immediately if your agreement allows for it. (If it doesn't, change it as a favour to future you.)

This may sound drastic but my experience has been that toxic customers consume far more of your attention and happiness than they ever return in income. The faster and cleaner you can get away from them the better.

We smaller business owners bend over backwards for our customers, we take things very personally. If he had done this at the post office, or council offices they would have called security to have him chucked out.

Best of luck with whatever you decide.

Hi agree your client may have had a bad day, it’s not an excuse, very often people will act a such while on the phone because it’s easy. If it’s a good client I will recommend a visit I guarantee you, you will probably get an apology, and it will unlikely happen again, while you visit him try to up-sell him some of your service that can help him in the future, I always try to turn negative experiences into positive.

 

[Ben Anderson]

I have another client being an absolute nightmare. (Seem to be getting all the nutters in the last few weeks).

Currently making a website for someone. We had a slight issue with a third party licensing a plugin. We explained this to the customer and apologised and said for website preview will be at the very most 2 days longer than we said. We have had constant phones calls and emails (if we didn't keep getting them, I could probally sort it in half the time!!!) We don't open on the weekends, however we have an awnsering service. He called them 3 times threatening to find a new develoer. I was working hard all evening trying to sort this for him (to keep him satisfied). I said it should all be fine about 11pm. He stayed up and tried it exactly at 11pm. It wasn't working at 11pm, but was all fine by 11.10pm!! He always seems on your case. Drives me mad!

This customer was telling me how he had a go at a yodel delivery driver (before he even delivered the parcel) becusse 'he saw them on tv'. He said that when yodel came, he said to them 'my goods better not be damaged' and 'I saw you on tv'. Surley introducting yourself to an innocent yodel delivery driver (whos done nothing wrong yet) is a bit odd.

It is me or is there so many hot-headed people around in this country. Instead of listening to what i try and explain poiletly, the customer would rather have an argument it seems. I'm always very calm, but it does reslly get on my nerved at times how some people act!!!! The joys os business....

 

[Jon Wylie]

Some customers are not worth the time and effort. If you can afford to lose the customer, then I personally would do it. If not then tell them to stay calm, ignore the rude comments and be professional

 

[Ben Anderson]

Coming from a customer point of view you have been very polite and calm. If I were in your position I would have been a lot more harsh as I shut rudeness down straight away. I think in this country we get a rough deal will big companies taking our money instantly and then not delivering service. The states seem to have customer service down to a tee. Maybe this guy was expecting the usual lack of customer service so was on the defence from the off. But do not the take crap off anyone. There are more decent customers out there you could use your time and effort getting to.

I think that's a good point. We all know some customers are total di****. My latest hot-headed customer was getting all angry with me because his slight was slightly delayed by about 1 day, I kept calm.. which I thought wasn't working but now he has seen the website - he is really happy and starting to cooperate with me better. I think some people are just ready to be conned and have an argument in this country. I just find people quite argumentive in this country, they want to start an argument - rather than calmly talk it out.

However, that doesn't excuse taking crap. I will always be calm, even if a customer gets hot-headed. The only thing I will not accept is bullying and someone being abusive (what I have the other week) that I probably shouldn't have tolerated. However, because I kept calm throughout - they have started to talk to me a bit better. Maybe if you keep staying calm.. they realise getting hot-headed with me doesn't get them anywhere.

 

[Minuteman Press]

Be measured, polite, professional and not emotional. Easy to say I know.

Listen, detail what you're going to do and then do it.

Not mentioned by the OP, zero tolerance for swearing if encountered.

Sounds like a nasty experience, but so often the situation turns around and after the challenging scenario you've proved yourself to the customer.

Never easy!

 

[Andrew_P]

Indeed, you should stay calm and ask him to behave the same. If he won't, then you can't help him. You are not his slave, you can offer your services but in a proper manner only.

 

[Jessica A.]

What you did is what I would've done. Insisting for a callback would've caused more damage. I worked in the customer service industry myself and previously had to take in calls and metrics is a big thing for us. The longer you stay on the line with your customer will mean little to no profit for the company so we had to make sure that our calls are resolved quickly. But in cases like this where you're dealing with an irate customer, there's nothing else that you can do but to stay calm and assure the customer that their problem will be fixed. If they say they want to stay with you on the line, you will stay on the line with them.

 

[KarenBridges]

(Referring to the top post) I used to work at a company that allowed to dismiss the call after three curse words or threats coming from the customer. Does your company allow that? What are the policies?