(For People engaged in public services)

      HOW TO DEAL WITH THE ROWDY CUSTOMERS                                                                                                                                                           

                                                                                                                                                               Rowdy Customers can be a nightmare. Don't confuse them with assertive customers who simply insist on their rights; this article is about the customers who issue threats, shout, ruin the experience for other customers, and make unreasonable demands. They may even grow physically aggressive by putting their hands on employees or causing damage to property. It's smart to educate yourself on how to deal with such customers.
 

1.Stay Calm :- The worst thing you can do in this situation is to raise your energy level to theirs, at it might turn a combustible situation into an all-out explosion. However, because you, as an employee, cannot simply walk away from the situation, you must stay engaged with the customer without letting your own temper get out of hand.

The most obvious thing to avoid is raising your voice.
Don’t be sarcastic with the customer.
Do your best to maintain a soothing voice and mask any frustration you might feel.

2.Control your own body language:-. It’s easy to read the nonverbal clues of aggression and anger in other people’s bodies, but be aware of the messages your own body is sending to the customer. It’s not enough to simply keep your voice down — you must soothe the customer’s mood with all the communicative devices in your toolbox. Some nonverbal clues to control and avoid include:

Pacing
Drumming your fingers or tapping your feet
Clenching your fists
Clenching your jaw
Rolling your eyes
Furrowing your eyebrows
Staring the customer down
Crossing your arms or putting your hands on your hips.

3.Don’t enter the customer’s physical space:-.Even when everyone’s calm, violating someone’s personal space can be interpreted as a show of aggression or lack of care for someone’s level of comfort. When people get angry, they need a larger area of personal space, so give aggressive customers wide berth. Otherwise, they may think you’re trying to show aggression of your own, or that you’re not taking the situation seriously by failing to recognize how agitated they’ve grown.

For your own personal safety, try to stand behind a counter, table, or other barrier to reinforce the physical distance between you and the customer.

4.Listen to the customer’s grievance:-Understand that no matter how unreasonable the customer is being in terms of the scale of their anger, there may very well be a kernel of truth to what they’re saying. By letting the customer air their grievance, you’re letting them vent off some of their frustration and hopefully stopping the situation from getting worse. Furthermore, you’re showing them that you, as an employee, care about the customer’s experience, gaining you good will.

Do'nt agressively interrupt the customer, even if you want to respond to something they’ve said.
Even if they’re being unreasonable, allow them to talk themselves out.

Use positive nonverbal communication  to demonstrate that you’re actively listening and engaging with the customer. Examples, include maintaining eye contact (but not staring), nodding along, and demonstrating concern on the customer’s behalf at the appropriate moments with facial expressions.

5. Ask questions:- To better understand the problem and in order to calm a customer down, you need to understand why they’re upset in the first place. If the customer is so worked up that they’re ranting instead of providing you with useful information that you could use to assess and resolve the situation, wait until there’s a gap in the conversation to ask guided questions that will help you understand what’s going on. Again, don’t cut the customer off — wait for an opportunity for you to speak. Some questions you might ask include:

"Is this the first time you've had this issue at our business? Can you tell me more about your previous frustrations, so I know specifically how to instruct our staff how to improve customer experience?"
"Tell me exactly what happened today, from the beginning. What was the exact employee behavior that triggered your bad experience?"
"Was there a single action that ruined your experience with us, or are you frustrated by the buildup of several small problems? Is there one large thing we need to change, or several small adjustments?"
"Which employee or employees are you upset with right now? Is there one person in particular, or does our whole staff need to be addressed about their attitudes and performance?"
If another employee is involved, use your discretion to determine whether or not it would calm the customer down to involve that employee in the conversation.

6.Try to find a solution to the problem:-. Ask the customer what you could do to make them feel better about the situation. If what they ask is reasonable and within your power, give them what they ask for. However, aggressive customers are sometimes irrational in their demands, or ask you to do something you are not authorized to do.

Try to strike a compromise. Explain to the customer that you would give them what they want if you were authorized to do so, but that you would be punished yourself if you did that. Instead, offer them whatever you’re authorized to give.
Call a manager. If the customer would like something that you’re not authorized to provide, call a manager or supervisor to see if it can be authorized.

In extreme situation :-

Lay out the repercussions for their behavior. If you feel like a situation is getting out of control and either threatening your personal safety or the positive experience of your other customers, tell the angry customer that you will ask them to leave if they don’t control their frustration. Everyone loses their temper from time to time, so give them a chance to get a handle on it. Remain respectful and calm; don’t raise your voice or point your finger at them. Simply tell them what the next steps will be if their behavior doesn’t  improve.

                                                            Use discretion when asking a drunk customer to leave.  
          ----- If the customer seems drunk, offer to call them a cab while they wait outside.
                ------If they are with a group, ask a sober friend to drive them home.
.       -------    Ifhey insist on driving themselves, write down a description of the car including the  number, and call the police immediately with that information.

          Having said all the golden rules ,I know that nobody can provide readymade solution for such situations. We are dealing with humans and each one is unique   .  Customer dealing is an art ,requires practice and patience.