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Dr. Alicia Avila is a consultant and a senior lecturer, specialising in Economics and Finance. She holds a master’s degree in economics. She has served in finance sector since 1994 and has worked her way up to becoming one of the most sought-after financial advisors, consultants and speakers. She is currently working on a book, which will detail some of the common financial and investment mistakes that most people make, but also provide corrective solutions and possible ways of avoiding them.

How should employees react to rude customers?

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alicia-avila
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I think both these ladies are definitely out of line and McDonald's should also fire the employee. No matter how badly we are disrespected, employees should represent the company in the best possible light and this does not.

It would be unfair the the customer gets cited for battery but the employee does not since the client is at the receiving end of most of the punches thrown.
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pardeep.gupta
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hi
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Try to remain calm and don't react. Something as simple as taking some deep breaths can give you a vital few seconds to gather your thoughts and avoid retaliating in a way that might see you being viewed as the aggressor.
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hii
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If you feel threatened by an angry customer, trust your instincts and leave the room immediately if you feel unsafe, or if you're too upset to resolve the situation on your own.
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hi
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Ask your boss or a trusted co-worker to work with you to resolve the situation. It might also be appropriate to report the incident if the person is completely out of control.
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I'd avoid"fighting fire with fire." I try to remain calm, controlled and tactful. Otherwise, I risk making the situation worse.
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I feel sorry for the customer. Though I really don't know who is right or wrong, it should not came to the point of violence. This kind of incident can be avoided if the employee just remain calm and levelheaded.
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As an employee and part of a customer service industry, patience is really a virtue. If you can't handle the rudeness of a customer, you can ask help from your supervisor or manager. Escalate the concern to be handled properly.
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If you feel threatened by an angry customer, trust your instincts and leave the room immediately if you feel unsafe, or if you're too upset to resolve the situation on your own.
I agree that it is the best thing to do. I believe as an employee, you should never return a punch if it ever leads to that.
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Listen no matter how unreasonable the customer sounds. Demonstrate that you have taken in what she's said by occasionally reflecting back her words.
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apinya-bunyasarncane.mastersnitaji
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