Bad Customer Service: When The Customer Needs a Revision Mirror

In the world of customer service, contact centre agents are the frontline warriors who handle customer interactions every day. They are the voice of the company and are often the first point of contact for customers who need assistance or have questions. Nevertheless, not all customers are polite and respectful when interacting with contact centre agents. In fact, some customers can be downright rude, which can make the job of a contact centre agent quite challenging.

There are several reasons why customers can be rude when contacting a call centre. Some customers may be frustrated with a product or service, while others may be dealing with personal issues that are affecting their behaviour. Additionally, some customers may simply be having a bad day and take out their frustrations on the agent.

It is important to remember that regardless of the reason for the customer's behaviour, contact centre agents must maintain professionalism and remain calm in these situations.

How to Handle Rude Customers

Remain calm and professional

It is important to remain calm and professional when dealing with a rude customer. Agents should avoid getting defensive or angry, as this can escalate the situation and make it more difficult to resolve.

Listen carefully

Listening is key to understanding the customer's issue and finding a solution. Agents should listen carefully to the customer's concerns and acknowledge their frustration.

Show empathy

Empathy is the ability to understand and share the feelings of another person. Agents should show empathy towards the customer's situation, which can help to de-escalate the situation.

Stay positive

Agents should try to stay positive and maintain a can-do attitude when dealing with difficult customers. This can help to diffuse the situation and create a more positive interaction.

Find a solution

The ultimate goal of any customer interaction is to find a solution to the customer's issue. Agents should work with the customer to find a solution that meets their needs and resolves their concerns.

It is important to note that rude customers are not just limited to contact centre interactions. Some people may have a tendency to be argumentative and rude in any communication, whether it is in a shop or in response to an email from an unknown source.

One such story is of a woman who received an email from an unknown source asking for feedback on a recent purchase. The woman had not made any recent purchases and assumed it was spam. Yet, the email continued to arrive in her inbox, prompting her to respond in a rude and argumentative manner, demanding that the sender stop contacting her.

As it turned out, the email was legitimate and was sent by a company she had made a purchase from several months earlier. Due to her initial rude response, the company decided to stop doing business with her and she lost out on future opportunities.

This story illustrates the importance of maintaining professionalism and avoiding rude behaviour, even in seemingly insignificant interactions. It is never a good idea to burn bridges or be rude, as it can have long-lasting consequences.

Dealing with rude customers can be a challenging task for contact centre agents. Nevertheless, by remaining calm and professional, listening carefully, showing empathy, staying positive, and finding a solution, agents can help to de-escalate the situation and create a positive interaction. It is important to remember that rude behaviour can have consequences, and maintaining professionalism is always the best approach.

Famous Incidents of Rude Customer Behaviour and Consequences

There have been several instances where rude customers have been called out for their behaviour. Here are a few famous examples:

The Starbucks Incident: In 2018, two black men were arrested at a Starbucks in Philadelphia for sitting in the store without ordering anything. The incident sparked outrage and calls for a boycott of the coffee chain. The CEO of Starbucks, Kevin Johnson, publicly apologized for the incident and ordered all Starbucks stores to close for a day of racial bias training.

The Flight Attendant Incident: In 2010, a passenger on a JetBlue flight became verbally abusive and physically aggressive towards a flight attendant. The incident was captured on video and went viral, leading to the passenger being arrested and charged with assault.

The Walmart Incident: In 2013, a customer at a Walmart in Texas became angry and verbally abusive towards a cashier. The incident was captured on video and went viral, leading to the customer being publicly shamed on social media and eventually fired from his job.

The Apple Store Incident: In 2012, a customer at an Apple Store in Australia became irate when he was told that the store could not replace his iPhone for free. The customer began shouting and throwing objects, leading to his removal from the store by security.

In all of these cases, the customers' behaviour was deemed unacceptable and was met with swift and public condemnation. It is important to remember that being rude or abusive towards service workers is never acceptable and can have serious consequences.

Psychology of Rude Customer Behaviour towards Customer Service Agents

There are several psychological factors that can contribute to a person being rude to customer service agents.

Frustration

One of the most common reasons for rude behaviour towards customer service agents is frustration. Customers may be frustrated with a product or service and feel like their concerns are not being heard or addressed. This can lead to feelings of anger, which may be directed towards the agent.

Power Dynamics

In some cases, customers may feel like they have more power than the customer service agent and may use rude behaviour as a way to assert that power. This can be especially true in situations where the customer is paying for a service or product.

Personality Traits

Some people may have personality traits that make them more likely to be rude or aggressive in general. These traits may include impulsivity, low emotional intelligence, or a lack of empathy.

Cultural and Social Norms

In some cultures or social circles, being rude or aggressive may be seen as a way to assert oneself or get things done. This can lead to customers being more likely to use rude behaviour when interacting with customer service agents.

It is important to note that while these factors may contribute to rude behaviour towards customer service agents, they do not excuse it. Regardless of the reasons behind a person's behaviour, it is never acceptable to be rude or abusive towards service workers. Customer service agents deserve respect and professionalism, just like any other professional.

It is important for companies to have policies and procedures in place to protect their customer service agents from rude or abusive behaviour. This may include training agents on how to de-escalate situations, providing them with support and resources, and implementing consequences for customers who engage in abusive behaviour. By creating a culture of respect and professionalism, companies can help to ensure that their customer service agents are treated with the dignity and respect they deserve.