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Miscommunication might be. But being rude, this is too vicious and it is not an acceptable. Even how rude your customer is, it should be treated nicely.
when you learn how to say F**k you in polite way, congratulations u just mastered your costumer service skills to the a new level
Sometimes its normal if a customer become rude or mad in my almost 20yrs in this field i have a lot of experience you can not avoid one reason is delay of the food/ drinks or they found something in their food so what they want only is comfort and explanation...
Rude and badly are words full of emotion. Let's try to be more objective. We can be firm with a customer when it is needed, but always stay gentle.
being rude never bring positive long lasting results, especially not with customers that you like to hold on.
No, it is not customer will not coming back again ! The best way is control your feeling and smiling.
No, you mustn't. Never be rude to a customer. You will not only threaten you and your coworkers jobs but you're also putting your respective Organization's reputation at stake.
At best, You must be composed and firm and give them a warning.
"The Customer is always right." There's a heavy weight of truth and fact in that saying.
I never had a direct confrontation with a customer but I was a third person in that situation.
It was when a customer was arguing with my boss about his dissatisfaction with the price of a product he wants to buy with some details in his defense and he asked me to listen to what he's telling her. My boss was slowly losing her composure telling him that she can't do anything about the price but the customer still won't give in to that answer. He turned to me and asked what should they do about the situation (I was an intern at the time and he was aware of that as well). I knew I couldn't tell him what he wants to hear but what I answered was: "If you could just give her some time to discuss it with her superiors I'm sure she'll find a resolve to your satisfaction." . The customer calmed down, smiled at me, turned to my boss and told her "Now that's actually a good idea." He left the store without even another sound. I knew even then that I didn't say anything amazing or resolved anything but I somehow managed to stop the confrontation from getting out of hand and the issue with that customer hasn't repeated and my boss was still working afterwards.
What I learnt from that experience is that whether it's in your power or not you can't always give the customers what they want and that often leads you to finding customers who will pick a fight with you. However, you must make in your power and your ability to compromise with them.
Never answer a customer with "We can't do anything about it". Don't give them the impression that you're not willing to assist them even if they're at the wrong.
Since, I work as a high end customer support with deep technical issues, I never buttered the customer nor our customer expected from us. However, in rare cases when customer becomes unwanted demanding, We should follow the protocols and give straight forward answers. But, there is thin line difference between Rude and straight forward.
I had handled a rude customer who uses slang words to me/organisation. After that I follow the protocols and escalated that case. After 2-3 days, we got a Apologise email from there higher manager.
My opinion- one should not loose his/her self esteem for the sake of customer service.
Customers are our main focus whom we need to keep happy and satisfied. So getting angry with customers is not good, instead we need to learn how to tackle customers in good way with their issues and gain customer satisfaction.
