Best response to a rude customer

[Reverend Conehead]

Some of you may also work in customer service. Most people you talk with are nice and respond to your efforts to provide good service. However, it's inevitable that you'll encounter some unreasonable people who fly off the handle and throw a fit and cuss. I'm interested in what type of responses others may use to calm the situation. I think I would like to go with:

"Hey, that's not nice, Mr. Meanie. If your momma heard you talk like that, she would wash out your mouth with soap."

Feel free to borrow that if you wish. I think it's a very effective response and is professional and mature. I'm curious if anyone else has any responses that have worked for you.

 

[cowboyec]

my favorite response when that happens...and tho i have worked at a church for 15yrs...it happens alot.....each time i give the same 2 word response....regardless of what they are *****in' about.
i just simply reply...
you're welcome.

it ends it everytime....makes them curious...and keeps me from getting fired for another 2 word reply i'd like to give them.
but everytime i say...you're welcome...in my head im sayin'.....@#$% you.

 

[1972COWBOY]

What was that you said Karen.

 

[CouchCoach]

Standard reply. "I am very sorry and surprised to hear you feel that way. What can I do to fix this for you"?

Some people complain just to be heard and some others expect an excuse coming back at them or some justifiable reason why they are upset. You do not challenge them or their right to feel as they do because while the customer isn't always right, they are the customer.

I have been on the other side of that and seen some real pros handle it. What they've done instead of the usual eye roll when one of those calls comes in, they take the opportunity to take this unhappy customer to not only a happy one but happier than they were before. I have had this done to me and I knew it was happening but I let it happen anyway.

I have found some people incredible in customer service at ATT and DirecTV, and some duds, but the best I have ever seen are the Apple people. Any time I've needed help or had a complaint, I don't care who I got, they made me feel like they were listening and I was their only job for that day. I am not as crazy about their products as I once was but their customer service keeps me a customer.

 

[Reverend Conehead]

Standard reply. "I am very sorry and surprised to hear you feel that way. What can I do to fix this for you"?

Some people complain just to be heard and some others expect an excuse coming back at them or some justifiable reason why they are upset. You do not challenge them or their right to feel as they do because while the customer isn't always right, they are the customer.

I have been on the other side of that and seen some real pros handle it. What they've done instead of the usual eye roll when one of those calls comes in, they take the opportunity to take this unhappy customer to not only a happy one but happier than they were before. I have had this done to me and I knew it was happening but I let it happen anyway.

I have found some people incredible in customer service at ATT and DirecTV, and some duds, but the best I have ever seen are the Apple people. Any time I've needed help or had a complaint, I don't care who I got, they made me feel like they were listening and I was their only job for that day. I am not as crazy about their products as I once was but their customer service keeps me a customer.

You're right. My answer was a kidding answer. I've actually said things like, "That sounds like a frustrating experience. I'll do whatever I can to make it right and reduce your level of stress." That's worked well. I have people be like, "Wow, he cares how I feel." My other answer was a smartypants one. Don't use that one.

 

[Runwildboys]

My usual response is, "Hey, I'm just the driver." But some customers would complain if you gave them a million dollars, because they weren't the denominations they prefer. I'll usually just laugh and say something about how we wouldn't wanna give them nothing to ***** about.

 

[CouchCoach]

You're right. My answer was a kidding answer. I've actually said things like, "That sounds like a frustrating experience. I'll do whatever I can to make it right and reduce your level of stress." That's worked well. I have people be like, "Wow, he cares how I feel." My other answer was a smartypants one. Don't use that one.

Mine was a smarty pants answer, what I would really say is "Hold on, I think I see someone who might give a ****. I'm still pissed about New Coke".

 

[Oz-of-Cowboy-Country]

I let them have their moment then I say, " you done?" If they get even worse after that I say, "let me know when you done." Once they see their words aren't bothering me they just walk off.

And that's what I call a walk off homerun.

 

[Doomsday]

Look I am going to help you the best I can, however, if you cuss again that ends and you are out of here.

 

[Rockport]

Some of you may also work in customer service. Most people you talk with are nice and respond to your efforts to provide good service. However, it's inevitable that you'll encounter some unreasonable people who fly off the handle and throw a fit and cuss. I'm interested in what type of responses others may use to calm the situation. I think I would like to go with:

"Hey, that's not nice, Mr. Meanie. If your momma heard you talk like that, she would wash out your mouth with soap."

Feel free to borrow that if you wish. I think it's a very effective response and is professional and mature. I'm curious if anyone else has any responses that have worked for you.

I’m 63 and have no patience so I would tell them they can stick their whiny lips up their *** until they come out and say “I’m sorry”. Then go look for another job although I don’t need one.

 

[timb2]

I have some power with my job. I'm in transportation I just say" You are gone, you are not riding" , All of sudden most realize they have manners and Im not putting up with their @#$%!!! The tough guys who try me I was in the Marines and I am not going to be a pushover.

 

[Pompey-Cowboy]

If I receive a complaint at work, I usually go with something along the lines of:

Hey &^%(&^%$, if you don't "^%&*&^ like what I *&^$%$£% do then you can go and stick your &^&^$ in your £$% til it £$&^$^ bleeds you &^^%$^& whiny ^%^ moron. Why don't you go ^&^% your parent of choice you &^5 $%&&%% %^$hole.

If that doesn't make 'em go away, shoot 'em.

 

[Idgit]

I had a door-to-door job at one point in college. I rang a bell in the middle of someone’s dinner party (you couldn’t tell from outside the huge house that there was a party going on). A lady opened the door in full dinner attire and proceeded to just ream me for being rude enough to interrupt her dinner. She ended her speech with a really loud “”Can’t you see I’m entertaining!!!” Her dinner party was all looking right at me as I said “for what it’s worth, ma’am...I don’t find you very entertaining.”

The table exploded with laughter right as she was slamming the door. I was pretty pleased with myself until she called the cops for going door to door without a permit. Oops.

 

[nobody]

Typically, when I worked in capacities where I had to deal with irate customers, I would sincerely state "I'm sorry there's an issue and would love to help correct it, however if you can't be civil to me I can't help you." That typically worked....however, if they just really rubbed me the wrong way they'd get "Your life is clearly ruined now. Sucks to be you."

 

[Longboysfan]

Typically, when I worked in capacities where I had to deal with irate customers, I would sincerely state "I'm sorry there's an issue and would love to help correct it, however if you can't be civil to me I can't help you." That typically worked....however, if they just really rubbed me the wrong way they'd get "Your life is clearly ruined now. Sucks to be you."

On a non recorded line.