ServiceTitan Certified Provider
ServiceTitan Certified Provider
  1. Remain Calm and Composed: Maintain your composure and stay calm. Take a deep breath before responding, and avoid reacting emotionally to the rudeness. 
  2. Listen Actively: Allow the customer to express their concerns and frustrations. Listen carefully to understand their perspective and concerns fully.  Do not interrupt nor try to object to their perspective on the situation.
  3. Show Empathy and Understanding: Acknowledge their frustration and express empathy for their situation. Let them know that you understand their concerns and are committed to finding a resolution.
  4. Avoid Escalation: Refrain from engaging in a heated argument or responding rudely in return. Avoid being defensive or confrontational, as it can escalate the situation further.
  5. Set Boundaries: Politely inform the customer that you are there to help and find a solution, but you expect to be treated respectfully and professionally.  At Fluesbrothers is a conversation escalates to the point of the customer swearing, being demeaning or otherwise verbally abusive, our CSRs are trained to let the customer know they will not be treated this way and they are hanging up the phone.
  6. Redirect the Conversation: Guide the conversation back to the issue at hand and focus on finding a solution. Offer alternatives or potential resolutions to address their concerns.  Do not be afraid to ask the customer “How would you like to see this resolved”?  You are not committing to their resolution, you are simply getting their input.
  7. Offer Solutions: Propose solutions that address the customer's issue or complaint. Be willing to work with the customer to find a resolution that meets both parties' needs. Always ensure the solutions are within your control.  For example, do not offer a refund if you are not authorized to do so.
  8. Involve a Supervisor or Colleague: If the situation becomes too challenging or unmanageable, politely suggest involving a supervisor or a colleague who may be better equipped to handle the situation.
  9. Document the Interaction: Keep a record of the conversation, including any offensive language or behavior. This documentation can be useful if further action or escalation is necessary.  Perhaps tag the customer in Service Titan.
  10. Seek Support: If necessary, discuss the situation with a supervisor or coworker to gain advice and support on how to handle difficult customer interactions.  If you have a coach you might forward to call recording to them and ask for their input. 
  11. Practice Self-Care: After dealing with a rude customer, take a moment to decompress and care for yourself. Engage in activities that help you relax and recharge.  Go for a quick walk around the block, get up and get a drink, or simply do a quick 2-minute meditation exercise.
  12. Continuous Improvement: Reflect on the situation afterward and think about what you could have done differently to handle the situation better. Use these experiences to improve your communication and conflict-resolution skills.

Remember, maintaining professionalism and showing respect can go a long way in diffusing difficult situations and finding resolutions with rude customers.


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