How to deal with aggressive customers (B2)

//How to deal with aggressive customers (B2)

How to deal with aggressive customers (B2)

Aggressive customersLos clientes siempre tienen la razón (customers or clients are always right). This sentence has become a mantra in business world. Nevertheless, on www.spanishviaskype.com we know it’s not true. Our teachers must correct our clients in every single lesson; actually, our job is to contradict that mantra. However, if you are not one of those customers who think they are always right and you want to be corrected in order to improve your Spanish level, reserve a free trial lesson here.

In regards to the world of business, clients are not always right; however, we can change it for el cliente siempre tiene preferencia (the customer or client has always priority). Quejica, grosero, violento are adjectives that can describe some types of them. In our Spanish for Business Course, we’ll guide you to choose the best Spanish expressions and words to treat aggressive customers.

Los clientes agresivos are usually hostiles, serios, secos (curt)… They will speak very directly, probably in a disgusting or offensive way. Let’s see some subtypes:

Clientes prepotentes (arrogant)

They consider themselves as superior to the others, they undervalue people and want always to stand up. You should let them speak and don’t interrupt them. When they finish, reply them repeating some of their arguments: como usted ha dicho…, tiene usted razón en que…, pero lamentablemente… Your tone should be neutral and don’t try to reply aggressively as they did.

Clientes quejicas (moaner)

They complain all the time, finding defects and faults everywhere and they are never satisfied. Listen to them calmly until they finish; control your body language and explain to them you understand their point but you don’t agree with courtesy and tact: entiendo lo que usted quiere decir, sin embargo… comprendo su situación, pero…

Clientes dominantes (controlling)

They like saying how things must be done, correcting us and willing to express their own opinion. Ask them how they think the situation could be fixed. If it’s not a problem for the company, do as they say. If it’s not possible, show them your arguments based on rules, clear information and objective points: ¿cómo ve usted la situación? ¿Cree que podríamos hacerlo de otra forma? Lo siento, pero como ve en este documento, esta norma nos impide hacerlo así…

Clientes groseros (rude)

They speak disrespectfully, using a negative language and they often raise their tone, overstepping the limits of the acceptable. The best advise is keep calm, don’t raise your tone, speak slowly but surely and notice if they are calming down. Don’t use phrases like tranquilícese, relájese or no se ponga así, because you can get exactly the opposite. If you think it’s impossible to have an appropriate conversation, it’s advisable to refer the customer to another co-worker: señor, veo que no conseguimos entendernos, lo mejor es que le derive con un compañero para tratar este tema desde otra perspectiva.

In conclusion, in our field, our customers (students, mainly) are not groseros, agresivos, quejicas, prepotentes o dominantes. However, if you feel like acting like them, don’t worry, we will treat you con cortesía, diplomacia y educación. If you want, put us to the test, reserve a free trial lesson here: you will be un cliente satisfecho.

By | 2018-03-05T13:39:35+00:00 marzo 7th, 2018|B2|Sin comentarios

About the Author:

I was born in Badajoz (Extremadura) and I currently live in Bilbao (Basque Country). I studied a Bachelor degree in Spanish Language and Literature and an International House degree as a qualified teacher of Teaching Spanish as a Foreign Language. I think languages are the key that opens the doors to new cultures and I love teaching mine.

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