Stay Calm, Don't React
The first thing to do is to remain calm and not respond in kind. If you're faced with an unexpected verbal attack, a natural defence mechanism is to "bite back."
Something as simple as taking some deep breaths will give you a vital few seconds to gather your thoughts and avoid retaliating in a way that might lead to you being viewed as the aggressor.
‘We understand why this could cause upset, it’s not a direction from (Company Name), we are just following NSW Health Orders’
Don't Take It Personally
Why are some customers so rude? Chances are you're just the unfortunate target for their frustration. Many other issues may also have contributed to those feelings.
During a long-lasting crisis such as COVID-19, for example, emotions such as fear, anxiety and restlessness can build up, until even the slightest inconvenience can become the "last straw."
Please don’t take this personally, you are doing a great job!
Listen Actively
Always listen actively, no matter how unreasonable they sound. Demonstrate that you've taken in what they've said by occasionally reflecting back their words.
This approach can also highlight any unrealistic expectations that may be behind the customer's complaint.
“ So you would like me to get a manager to talk through the conditions of the re-open?”
“I understand you do not have your vaccination certificate on you, do you have any proof via email?”
Stand Firm
Do so clearly and confidently, and address the details of the situation, especially if the customer is saying things that are factually wrong, or asking you to go against the rules. This is never easy to do, but it can be helpful to remind yourself about why you're holding your line.
‘This is a NSW Health Order, we are just following the conditions laid out to us by the government. We appreciate your frustration and rest assured as soon as anything changes, we will communicate this to our guests”
Attempt to Solve the problem
The best way to disarm a rude customer is to involve them in solving the problem that’s fuelling their behaviour. Ask them what they feel would be an acceptable solution. That way, you have something concrete to work toward.
Entering the gym with no vaccination is not going to be a problem we can solve but can we offer them another solution?
“We want to come up with a way to ensure you feel supported by (Company Name), what do you feel would be an acceptable solution?
Get Help
If things really escalate, never be afraid to call for help from a senior manager or even call the police.
Unfortunately, we cannot predict the behaviours that may arise these next few months but we can deal with them the best we can and rest assured, if in doubt, call the police.
‘I’m sorry [NAME], this conversation is now going to be passed onto my manager who will be able to provide more direction”
“Just to let you know, I will be calling the police to help mediate this conversation”