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Customer service representatives often encounter rude or dissatisfied customers when working in a customer-service-related job or industry. It's important to know how to remain calm and resolve the issue without letting it affect your job performance.

What is the best way of dealing with customers who are rude?

Keep smiling
It's important to remain polite and professional no matter how belligerent a customer gets. Keeping a smile on your face will help keep your attitude neutral and polite if you're dealing with the customer in person and make your voice sound pleasant over the phone. Also while you smile keep your ear and mind on the issue stated.

Being courteous in the face of abuse goes a long way to neutralising a customer
Let the customers talk. Ask leading questions to allow the customer to talk more so you can gather more "facts". Rude customers could be acting that way because they feel mistreated, cheated or, possibly, the customer service they've received in the past was unsatisfactory. Handle rude customers by letting them get rid of some of that negative energy. Avoid interrupting ranting customers unless they become verbally abusive. This will make them angrier. Often all customers want is an opportunity to voice their complaints. Trying to talk over the customer only adds more fuel to an already volatile situation.

Apologise to the customer but also assure them you validate their concerns
Tell the customers you're sorry they are upset or you're sorry they had a bad experience. This lets the customers feel that you're listening and are sympathetic without admitting any wrongdoing on behalf of yourself or your company. It will defuse the rudeness so you can get to the real problem. Never trivialize their concern even though it might seem incredibly petty.

Maintain a neutral tone of voice
Raising your voice in anger or to talk over a customer will only result in a shouting match and won't resolve anything. Maintain even breaths in and out and focus on keeping your voice calm and composed when you speak to the customer. To maintain control of your voice speak in small sentences, have a pause between each one and talk slowly.

Get to the issue
The real problem is at the heart of the customer's rudeness. Jot down notes while the customer is talking so you can direct the conversation toward resolving the real issue. Listening actively for the reason behind the customer's rudeness will help you ignore insults and show the customer you can't be affected by rudeness or condescension. At the completion of the issue being raised by the customer, go over the issues raised in order for you have clarity to decide what actions will be forthcoming. Never promise any resolution to the customer until you have discussed the issue with the manager or owner. Don’t forget you are the messenger.

Control your emotions
Never raise your voice at a rude customer or start to cry due to a customer's words or behavior. This will cause you to lose control of the situation. Politely put the customer on hold or ask him or her to wait while you ask a supervisor or co-worker for assistance if you feel that you're going to be unable to deal with the customer calmly.

Counteract the rude behavior
Avoid responding to a customer's rudeness with negative comments. Tell the customer you appreciate his or her honesty and you want to try to make the next experience better. Positive wording will steer the conversation away from angry, rude comments.

Remember that it's not personal
The customer is being rude to you in the context of your job, not to you personally. Keep rude comments in the perspective of your job and don't take the customer's comments or actions personally.

Australian College
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Posted by Australian College on

FindPassion-March2020-v2.png

As a little kid, do you recall yourself saying, “When I grow up, I want to be a successful ____”?

 

Looking back 10, 20 or 30 years ago, you will notice that during your childhood days you were full of ambition and energy. Your hopes were sky-high, you feel absolutely invincible and ready for anything!

 

When you catch a glimpse of your potential, that's when passion is born.



Zig Ziglar



If you love your work, you'll be out there every day trying to do it the best you possibly can, and pretty soon everybody around will catch the passion from you - like a fever.



Sam Walton

 


However, there comes a time when you experience curve balls and you feel discouraged. When this happens, don’t give up easily. Detours are a part of life. Career passion ebbs and flows. When you feel that you’ve already lost the passion and the path that you took becomes too vague and unclear, remind yourself that this is only temporary and you will regain it back one day.

 

If you have passion, there is no need for excuses because your enthusiasm will trump any negative reasoning you might come up with. Enthusiasm makes excuses a nonissue.



Wayne Dyer



Do you find it or does it find you?

 

If you feel like you're trying to find your passion the wrong way, change your tactics. Go beyond what you normally do, constantly explore and do things you haven’t done before. When you experience something for the first time, you will discover more about yourself. Collective life experiences help unfold the details regarding your innate qualities and behaviour patterns you never knew existed.

 

Aside from gaining knowledge and wisdom, you also become aware that experiences have power and this doesn’t only affect you but as well as those whom you frequently engage with. This is related to how individuals transform over time; that interests and preferences are not permanent because change is inevitable.

 

While things are taking place, you will then realise that it doesn’t really matter whether you find your passion or it finds you instead. As soon as you develop the enthusiasm and strong interest in a certain niche, then it becomes pretty clear that you've developed a passion for it and more likely progress into a higher level, career-wise.

 

Anything can be changed. Anything can be fixed. Things that are broken can be fixed. And you don't have to be some billionaire or millionaire to do it. You just have to be a person with a vision and the passion to do it, and be willing to fight for it every day.



Dana White

 

Great ambition is the passion of a great character. Those endowed with it may perform very good or very bad acts. All depends on the principles which direct them.



Napoleon Bonaparte

 

Related blogs:

Discover Your True Calling

Align Work and Passion

 

 

  

 

Pursue Your Passion!

 

Study a nationally accredited and professional online course and get 20% off*. Subscribe to our Newsletter to receive an eVoucher that can be used on top of our monthly promotion.

 

Whether you are looking to upskill or reskill to improve your career prospects or are looking for an exciting new career opportunity, you will find a course to meet your needs in our extensive online course catalogue.

 

*Terms & Conditions Apply.

 

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Posted by Australian College on

SpeakingSkills-Feb2020.png

Great leaders and renowned influencers seem to be naturally born with a talent in speaking. They are more verbally communicative and have distinguished eloquence. When you hear them talk, they seem to always effortlessly express their thoughts into words in a coherent fashion. They undoubtedly found their strong suit and continuously cultivated it to become even better in what they do.

 

Speaking is an important soft skill that is very valuable especially in highly social environments specifically the entertainment, hospitality, medical, business, sales and retail industries. It’s actually a special skill that serves as a cornerstone of establishing and developing relationships. It enables us to grow and perform well both personally and professionally. However, as much as it seems too easy for some people, it’s also extremely difficult for others. But why?

 

“Words have incredible power. They can make people’s hearts soar, or they can make people’s hearts sore.”



― Dr. Mardy Grothe

 

Effective communication can be particularly challenging. When we want to get our message across, sometimes we find ourselves uttering the wrong words that we didn’t mean. Others might take offence and take it the wrong way even if it’s completely unintentional. What can we do to avoid this type of embarrassing and awkward situation? One way is to practice by articulating thoughts! Doing this every day will improve your general speech habits and overall way of expressing yourself.



“Before speaking, notice what motivates your words.”



― Surya Das



Speech can definitely be improved if you constantly practice verbally expressing your thoughts. Think about topics you are interested in, gather your thoughts then speak out loud. You can look in the mirror and pretend you are talking to a person or a group of people. You may also practice with a friend. Write down notes to track your progress. Doing this 15 to 30 minutes per day will make you more fluent and confident.

 

If you think you haven't improved at all, don't be discouraged. Self-improvement takes time and lots of effort to make new learned traits and habits stick. It should never be rushed. Just focus on your goals and you’ll eventually get there. Start honing your communication skills today! 

 

Related blogs:

Overcome Communication Barriers

Gain the Confidence You Need to Succeed

Practice is Everything

Work on Your Strengths

Soft Skills Matter



 

Reach For Your Goals!

 

Study a nationally accredited and professional online course and get 20% off*. Subscribe to our Newsletter to receive an eVoucher that can be used on top of our monthly promotion.

 

Whether you are looking to upskill or reskill to improve your career prospects or are looking for an exciting new career opportunity, you will find a course to meet your needs in our extensive online course catalogue.

 

*Terms & Conditions Apply.

 

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Posted by Australian College on

Journaling-Feb2020.png

Back in the day, journaling was perceived to be more of a “girl thing.” If you’re a Baby Boomer, a Gen X or a Xennial, a daily journal probably reminds you of the phrase “dear diary” written at the start of every journal entry. Now that we’ve entered a brand new decade, Generation Alpha is beginning to ease into the mix, and with the digital age in full swing, journaling has just reached a whole new level. More and more people are now motivated to give journaling a try.

 

Journaling has evolved over the years. It’s not only about filling in blank pages, but it’s also a form of art! It evokes creativity and improves productivity. The act of writing our thoughts and goals on paper allows our retention-driving triggers to perform. It fires up our brain in a different way. This may sound very old-fashioned but having tangible growth tools actually ignites our desire to succeed in carrying out goals and objectives even more.

 

“Writing in a journal each day allows you to direct your focus to what you accomplished, what you’re grateful for and what you’re committed to doing better tomorrow. Thus, more deeply enjoy your journey each day.”




― Hal Elrod, Author and Speaker

 

“A personal journal is an ideal environment in which to become. It is a perfect place for you to think, feel, discover, expand, remember, and dream.”




― Brad Wilcox



So start flexing your Creativity. Exercise your thought muscles. The more you do this, the more inspired you get. Keep writing in your journal until it becomes second nature to you. Aside from that, it’s also considered as a form of therapy. According to Dr. James Pennebaker, the author of Writing to Heal, “When we translate an experience into language we essentially make the experience graspable.” Through writing, you develop a much deeper connection with yourself and a more definite sense of purpose.

 

“Writing in a journal reminds you of your goals and of your learning in life. It offers a place where you can hold a deliberate, thoughtful conversation with yourself.”




― Robin Sharma




Related blogs:

Bullet Journaling 101

Effective Ways to Work Smarter

Paper vs Digital - which do you prefer?

 

 
 

Reach For Your Goals!

 

Study a nationally accredited and professional online course and get 20% off*. Subscribe to our Newsletter to receive an eVoucher that can be used on top of our monthly promotion.

 

Whether you are looking to upskill or reskill to improve your career prospects or are looking for an exciting new career opportunity, you will find a course to meet your needs in our extensive online course catalogue.

 

*Terms & Conditions Apply.

 

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Posted by Australian College on

WorkStrengths-Feb2020.gif

“What are your strengths?” This is probably the most popular job interview question of all time. It seems like a very easy question but it’s particularly a hard one to nail. 

 

Have you discovered what your strengths are? Your answer to this depends on how well you know yourself. Look into your innermost core to identify what you value, what you’re good at - what makes you tick. It matters a lot because your strengths are your unique positive traits and have something to do with character. Understanding the dynamics involved enables you to fully maximise your potential and become the best version of yourself.

 

“Strength and growth come only through continuous effort and struggle.”




― Napoleon Hill



Strengths are naturally manifested through daily life. Like for instance when you learn to do certain tasks quickly and with ease, then that turns into your personal strength. It then becomes a part of your identity and gives you a better grasp of who you are.

 

“Strength does not come from winning. Your struggles develop your strengths. When you go through hardships and decide not to surrender, that is strength.”




― Arnold Schwarzenegger



When it comes to dream-building, individuals perform mental and physical activities in various levels of capacity and making use of strengths actually play an important role in successfully reaching planned end goals. However, it's also important to take note that strength development doesn't follow a time frame. Strengths are often built through experience and it's also possible for strengths to be learned. 

 

“Anyone can give up; it is the easiest thing in the world to do. But to hold it together when everyone would expect you to fall apart, now that is true strength.”




― Chris Bradford, Author

 

Admitting and accepting your weaknesses is a sign of strength. Mistakes and shortcomings give valuable life lessons and failing at something isn’t the end of the world. When you focus too much on what you're lacking, you'll just end up feeling empty and unfulfilled so do not waste time and effort fixing your weaknesses. You will feel more productive and content if you leverage your strengths and use them as growth tools. In the end, you might even discover strategies that can eventually turn weaknesses into strengths. 

 

Your strengths are your assets. When you become aware of all your strengths and constantly focus on them, you may discover a lot about yourself that you didn’t know yet. There’s more of you than meets the eye. You are actually braver than you know and stronger than you believe!

 

“Sometimes you don’t realize your own strength until you come face to face with your greatest weakness.”




― Susan Gale

 

Related blogs:

 

Embrace Your Individuality

 
 
 

Reach For Your Goals!

 

Study a nationally accredited and professional online course and get 20% off*. Subscribe to our Newsletter to receive an eVoucher that can be used on top of our monthly promotion.

 

Whether you are looking to upskill or reskill to improve your career prospects or are looking for an exciting new career opportunity, you will find a course to meet your needs in our extensive online course catalogue.

 

*Terms & Conditions Apply.

 

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