How would you handle a rude customer?

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When you work as a Manager, your duties may also include customer service responsibilities. When working in a service-based role, you might come across rude or disgruntled customers now and then. The interviewer wants to know that you can handle such a situation with professionalism. Give an example of a time that you had to deal with a rude customer. Discuss what you did and how you came to a positive resolution.

Some methods for efficiently handling a rude customer:

- Remain kind, polite, and pleasant
- Actively listen to their grievances
- Apologize for the situation
- Maintain a neutral tone of voice
- Avoid taking anything they say, personally

"When I was working as a Bar Manager, I handled many rude customers who were also intoxicated, which always adds a challenging twist! I made sure to let anything rude they said slide off my back like it was nothing. I just kept smiling and doing my job! I still handle rude customers this way. Smile, and move on, disallowing any hurt feelings. As a Manager, I train my team members in this same approach. Proper dispute resolution is an essential skill for any manager to have, and one that I've worked hard to achieve."

Anonymous Answer

"WITH A SMILE AND CARE FOR WHAT THEIR NEEDS ARE."

Marcie's Feedback

Great! Being friendly and identifying the customer's issue so you can promptly resolve it are both good ways to handle someone who is rude. You might also discuss how you strive to be empathetic and an active listener, in addition to remaining calm, offering apologies, and setting a time to follow up with the customer if you need to first check with someone else about a solution.

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Anonymous Answer

"I used to be a collection agent for a bank. There were many rude customers that would be upset because money was withdrawn from their accounts for payments that were missed. I actively listened to them, allowing them to rant and then showing empathy for them. This allowed them to calm down and have regular conversations. At that time, we would work together to resolve the issue."