[JennaReiko]

I was having a pretty good day at work when our receptionist told me there's someone on the line for me.

The next thing I know I am being completely torn apart by this one client. I was taken completely off guard and was so shocked by her rudeness. She went on to ask me if I was too stupid to answer her and what was I even doing at the company, what do I even do?

And then I did something I wished to never do at work. I started crying.

I only after the matter once I calmed down thought of 20 different ways I could have handled the situation. But this was the first time I have ever had to deal with a customer, and it went like that so it really rattled me. And I'm trying to get over it.

Just needed to rant a bit and get it out before it ate me up. But I must say that every one at my work was really supportive and we have nicked named her "The stupid b!tch" so I am really grateful for that.

What do you do in these situations?

[kaliope]

I am glad that your coworkers supported you. I know that mine would too. I have learned to just let people rant and know they are just angry people and it really isn't about me. the one thing you can say to them is something like, and what is it I can do to help you? over and over and over again or what is it you want me to do for you? get to feeling better

[ManOfConstantSorrow]

Originally Posted by JennaReiko

I was having a pretty good day at work when our receptionist told me there's someone on the line for me.

The next thing I know I am being completely torn apart by this one client. I was taken completely off guard and was so shocked by her rudeness. She went on to ask me if I was too stupid to answer her and what was I even doing at the company, what do I even do?

And then I did something I wished to never do at work. I started crying.

I only after the matter once I calmed down thought of 20 different ways I could have handled the situation. But this was the first time I have ever had to deal with a customer, and it went like that so it really rattled me. And I'm trying to get over it.

Just needed to rant a bit and get it out before it ate me up. But I must say that every one at my work was really supportive and we have nicked named her "The stupid b!tch" so I am really grateful for that.

What do you do in these situations?

We all get those. We had one called Mr Nastypants, pants being underwear in English, who after being vile to the staff complained to the Director, who puckered up, the louse, but when the President invited Mr Nastypants to come and discuss his grievance, guess what we heard no more of the arrogant rich bustard.

[Rickiqwertyuiop]

i totally understand

[CosmicRose]

Think of it as like a crash course training exercise lol. It's okay I'm sure that happens to a lot of people. For some reason clients think they are entitled or something and they just take their own frustrations out on whoever is supposed to help them. Don't let it get to you too much because it might happen again, but now you have this as experience, and now you can react differently.

[hamster-bamster]

The only thing I can suggest is letting the upper management know. I was in one situation, many years ago, when I was teaching a group class in SF for a NYC-based company. I happened on a very difficult female student. Usually my students would love my teaching methods and be enthusiastic, but she took everything from a very negative angle. I immediately called the head of the company in NYC and told him everything. By then I had had numerous stellar student evaluations, and the head of the company had respect for me.

So when eventually this difficult student wanted to cancel her class (it was a 9 session class) and called the head of the company to complain, it was not as if she were dropping a bomb - he was prepared, having by then heard my side of the story, told in dispassionate, objective terms. He later told me that I did the right thing notifying him as soon as I ran into that problem.

So the takeaway basically is that when YOU are the one escalating an issue to the upper management, YOU also get to define the issue and speak your mind. YOU are being proactive, which is far easier than trying to do the right thing reactively.

This is probably all extraneous because all your coworkers have supported you, but if you have upper management - well, one idea is to escalate to them and let them how about the stupid b!!itch.

I have a feeling that in customer interactions roles, coworkers bond with one another and band together when there is an obnoxious client. It sounds like this was the case at your place of employment.

[Tommo]

Originally Posted by JennaReiko

I was having a pretty good day at work when our receptionist told me there's someone on the line for me.

The next thing I know I am being completely torn apart by this one client. I was taken completely off guard and was so shocked by her rudeness. She went on to ask me if I was too stupid to answer her and what was I even doing at the company, what do I even do?

And then I did something I wished to never do at work. I started crying.

I only after the matter once I calmed down thought of 20 different ways I could have handled the situation. But this was the first time I have ever had to deal with a customer, and it went like that so it really rattled me. And I'm trying to get over it.

Just needed to rant a bit and get it out before it ate me up. But I must say that every one at my work was really supportive and we have nicked named her "The stupid b!tch" so I am really grateful for that.

What do you do in these situations?

I own a business and this is how I deal with it:

I explain that if a rude customer is a cash cow...just suck up and take the abuse...you'll see it in your year end bonus. If not, tell them to go and do something very anatomically difficult.

Every employee laughs about this...and understands it...and looks forward to their pay envelope. They also know that I do the same thing.

Rude = Higher Prices

Nice = Normal prices

[hamster-bamster]

Originally Posted by Tommo

I own a business and this is how I deal with it:

I explain that if a rude customer is a cash cow...just suck up and take the abuse...you'll see it in your year end bonus. If not, tell them to go and do something very anatomically difficult.

Every employee laughs about this...and understands it...and looks forward to their pay envelope. They also know that I do the same thing.

Rude = Higher Prices

Nice = Normal prices

This is a brilliant approach. And your "very anatomically difficult" euphemism is the best I have seen. Is it copyrighted?

[CapedCrusader]

Just ignore her, buddy. You're on the right track because you have people in your company who got your back. That may happen to anyone. So no worry. Just enjoy your job.

[Dan208]

I know exactly how you feel. I work in a grocery store and we have several of those people we deal with frequently. There's one that is an absolute asshole to almost everyone that works there. I've only seen him be nice to about a half a dozen workers. The rest of us he treats like trash. However, he's always nice to other customers. I try to deal with it by telling myself that he must have such a pathetic life that he has to treat us "lowly" store employees like **** to bolster his own self esteem.

[IceCreamKid]

I agree with Tommo and Dan. I would not recommend calling clients names, not even out of the client's hearing. It's better to get into the habit of being respectful about them at all times. The reason why I say this is, the more practice you have at automatically being neutral and respectful, the greater the likelihood a situation won't escalate and you won't feel crummy. The client's poor behavior will stand out as being her problem and not yours.

That said, though, I would like to add that some companies have policies on client relations; some do not ask their employees to put up with abuse and when a client gets abusive the call is transferred to someone higher up. You might want to find out now how your company prefers you handle problematic clients.

From my personal experience, I was able to calm many people with this reply: "Would you like to speak to my supervisor?" and at one place, because we had a formal complaint system in place: "Would you like to lodge a formal complaint? I can get you the forms."

In cases where you are taken by surprise (which was probably the part this caller enjoyed) you could have said "Excuse me, I need to place you on hold for a moment" to help you gather your thoughts.

[brainhi]

And somtimes by the time the have finished "dumping" on you - and are transferred to someone else - they are more calm.

There have been times that I have told them I need to hang up. I would like to be helpful but cannot under the circumstances - not sure they even hear it. I have hung up before - with warning.

[jan16th]

Sometimes I play like the phone has a bad connection. Sorry, could you repeat that? That really gets them fired up. Hopefully they will hang up is disgust.

[MiddayNap]

The ruder the customer, the less English I understand.
I find this to be the most efficient method of making rudies leave.

Don't be too bothered.
If ever you should meet a person whose very presence curdles milk, remember this:
Despite our incessant need to enlarge our ego with the broken bits of our fellows and argue over every little thing, we do tend to share the same ideals, at least culturally. In other words, as humans, we have a sort of universal idea of likability in a person. With that being said, it is highly probable that everyone else this unpleasant person encounters shares the same opinion of him/her as you. Which increases the likelihood of said person getting punched in the face.

[winter4me]

[QUOTE=JennaReiko;4097528]I was having a pretty good day at work when our receptionist told me there's someone on the line for me.

The next thing I know I am being completely torn apart by this one client. I was taken completely off guard and was so shocked by her rudeness. She went on to ask me if I was too stupid to answer her and what was I even doing at the company, what do I even do?

And then I did something I wished to never do at work. I started crying.

I only after the matter once I calmed down thought of 20 different ways I could have handled the situation. But this was the first time I have ever had to deal with a customer, and it went like that so it really rattled me. And I'm trying to get over it.
Just needed to rant a bit and get it out before it ate me up. But I must say that every one at my work was really supportive and we have nicked named her "The stupid b!tch" so I am really grateful for that.

I think crying was OK. An honest response to being hurt & bombarded. It is better than what happens on occasion to me in similar situations--my initial sense of hurt turns to anger/sarcasm-----better to say Nothing as you did.
There is no correct response to someone ranting at you, whatever you say will be "wrong" to them.... good for your co-workers................

[IceCreamKid]

Here is one way a friend of mine dealt with rude and mean clients who cursed, got sarcastic, etc.

He said "We cannot continue this conversation if you are going to use foul language ["call me names/interrupt me so that I cannot answer," etc--whatever applied]. I am going to disconnect now to allow you to calm down."

If you would not be permitted to disconnect (hang up on someone) then find out now if you would be permitted to transfer the call to a supervisor.

If you cannot do either of these things, you can try this: "Excuse me, I need to place you on hold for a moment. I will be right back." And then put the person on hold.

Part of the reason why these people do this is because there is no stopper for them. They obviously cannot stop themselves (and it isn't about you at all) so find whatever 'stopper' is allowed at your company and employ it the next time you get a jerk on the phone.

Don't beat yourself up about crying. You were assaulted over the phone; I am not surprised you cried. I probably would have cried too.

[thecrankyone]

I deal with this on a daily basis. First of never take it personally, it is the company they are mad at (or their spouse, or the world or themselves), not you.

Second never lose your temper or your cool, kill them with kindness by remaining cool and polite no matter what. Some people do this kind of behavior to get a rise out of you, never let it happen. Sometimes they just need to vent. If you let them go for a bit they run out of steam (not always but some) and it you remain calm and cool, some will calm down and realize they are being an ***.

If you need to vent do it, later when you are not on the phone.

Thirdly if they get too abusive ( in my company at least) let them know and hang up if they can't behave reasonably.

I know it may be different in different kinds of businesses though.

We also have notes on some accounts to warn others if someone is always rude or has other issues.

Laugh it off, some people are just jerks.

In some cases asking them what they would like you to do. If it is an unreasonable request, off them a more reasonable solution to see if something can be done. Though sometimes there may not be a solution if you did everything right and they are just a special snowflake who thinks that rules and policies only apply to others, or that you have the ability to alter the time space continuum and change the laws of physics.

[thecrankyone]

Also some companies, such as mine record calls so if it ever came down to your word against theirs (such as a complaint or he said/she said) there will be evidence as to what really happened. It's amazing how much better some people behave when they know they are being recorded.

Simply state:

I am sorry you're having a bad day but that doesn't give you the right to abuse me because of it. When you feel that you can discuss the matter in a more civilized manner, please call back! ... Goodbye!

Don't forget to say goodbye ... It ends the call properly and protects you legally.

Contrary to popular belief - even if the boss says to suck it up - we do NOT have to accept abusive, bullying behavior on the job!

If that's what's expected (and money be damned!), I would seriously reconsider working there because if that's what the boss expects of their employees, then they are also exhibiting toxic, bullying behavior!

Just my two cents, and for what it's worth ...

Sincerely,
Pfrog!

[nicoleflynn]

That is called verbal abuse, and those abusive people are miserable and feel the need to vent on others. I agree with the above posters about saying that you will not be subjected to disrespect and unless they speak to you with respect, you will need to end the call, etc.

[starfruit504]

Hopefully you can deal with disrespectful callers at your own discretion. I used to tell them curtly that I couldn't help them until they calmed down and then hung up. Getting harassed wasn't in my job description! Usually people called back and would say more calmly "Sorry, I'm not mad at you, I'm mad at the situation, etc etc."

One guy used to call and be rude to all the women I worked with -- only the women. It's like he enjoyed belittling us. At some point he had made every female in my office cry. I got to the point where if he called me, I transferred him to a male immediately and diffused the situation.

Later that year the boss called him up and terminated the business. He wasn't worth the trouble. If only it always worked out that way!