It is never a good idea to ignore inappropriate employee behavior, according to corporate trainer and productivity coach, David Mount of Core Training Solutions. Dear {Name}, As manager of {business}, I wanted to reach out to you personally to apologize for the behavior of {staff member}. Top 10 Worst EMPLOYEE VS CUSTOMER Moments EVER!Subscribe for more DAILY VIDEOS!twitter.com/pfreakouts Regrettably, civil behavior and good manners seem to have gone by the wayside, and, even though being rude is not illegal, it still creates a hostile work environment and triggers a responsibility for you to make sure that your employees are protected from this sort of behavior. Rude customers can be found everywhere and with social media being the in-thing, they are most likely to be there too. Try to rise above it. Monitor the employee's behavior to determine whether or not there is any improvement. Being more assertive or self-confident might make you less likely to be a target for such behavior but, if it continues, you should ask for help. You often respond to the customers in an unprofessional way.You must have this understanding that for any business, the customer is the main priority. Simply put, they’re the skills that make a person pleasant to interact with. Satisfying the needs of our customers is the main responsibility of all the staff in this organization.Many customers have complained about your behavior and, now we cannot risk our business because of the rude behavior of any employee … Some employees may not have had the opportunity to develop these skills on their own, and even your best reps can have a bad day. Employees should always deal with rude customers in a professional way in order to regain control of the conversation. Confront the employee about his behavior immediately. Not-so-strong employees may suffer breakdowns that may cause either increased absenteeism or it may have a downward negative effect on their work performance. Initiate a private discussion when rude behavior is severe or consistent. There are right and wrong ways to deal with rude customers. MoreBusiness.com: Dealing with Unacceptable Employee Behavior Problems. It's always unacceptable — no matter how hangry you are. Conduct some role-playing exercises with the employee immediately after the incident, or in the days that follow. Ask the employee if he is unclear about any of the demands or expectations of his position, and talk with him about whether or not he has any other concerns or problems that may be affecting his current job performance. Because such learning is in demand across companies and industries, soft skill training content is readily available. Make sure to include the dates and witnesses of the events. being drunk at work; safety violations (to customers or co-workers) harassment; the employee refusing to carry out lawful and reasonable instructions that are consistent with the employee’s contract of employment. Only about 1 in 26 complain to the company, but that doesn’t mean disgruntled customers aren’t complaining. By signing in with LinkedIn, you're agreeing to create an account at elearningindustry.com and accept our terms of use and privacy policy. So if someone is being rude to someone who works for me, I will gladly jump in and take the name-calling. The good news is, unlike your product training, you don’t have to develop soft skills content from scratch. Leave a Like if you enjoyed this satisfying dose of instant karma and justice! It’s just not easy to deal with someone being rude. While every employee in your organization is tasked with providing an excellent Customer Experience, no workers shoulder that responsibility more than your customer service team. Business Owner Fires Her Employees For Being Rude To Server. Published 01 Feb 2014. Higher labour turnover: rude customers have a tendency of causing staff members emotional exhaustion and stress with their toxic behaviour. Knowing how to defuse a tense situation with a rude customer can help you feel happier … Employees often feel they have no choice but to continue to work with or speak to a customer who is harassing them. When you own or operate a business, your customers are your lifeblood, and it's important to treat them well so they will continue to come back. With prior careers in insurance and finance, photography, as well as certifications in fitness and nutrition, Melone draws directly from past experience and varying interests. As a customer service professional, you directly contribute to that feedback loop – rude, entitled or demanding customers never exist in a vacuum, and are usually made that way through having experienced a lack of empathy, terrible processes or a lack of understanding from businesses. It's possible the employee may not have realized how he came across to the customer, or he may have had a one-time moment of weakness. If any one of these incidents has occurred, you will have grounds for termination of employment. We use LinkedIn to ensure that our users are real professionals who contribute and share reliable content. No matter the specific behavior, your employee is clearly rubbing people the wrong way. But it never hurts to be decent and we are all human beings. Avoid general phrases, such as \"The employee had a bad attitude\" or \"The employee responded poorly,\" and instead list specific words or actions that demonstrate how he violated work policies or the company's code of conduct, suggests Paul Falcone, author and human resources executive in Los Angeles. Being under the influence of drugs or alcohol while at work. The behavior could be committed in front of co-workers, board members, or--worse--in front of clients or customers. Sometimes, employees of companies speak or react in rude and disrespectful manners to their customers. Feedback scores and receiving complaints from customers traits that characterize one 's in! Restaurant suffers provide exceptional service elearningindustry.com and accept our terms of use privacy! Teach the employee reacting one of your products and services inside and out eLearning software and. Five star restaurant exists to cater to this role company should always strive to provide safe... 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