 Handling
Customer Abuse
Have
you ever seen a customer who curses and screams, threatens,
bangs the counter and throws things about? I have, and
it’s not a pretty sight.
An upset customer is understandable. An abusive customer
is unacceptable.
If you encounter an irate customer who threatens, insults
or barks foul language, use this approach to calm them.
Start by accentuating your intention to assist: ‘Sir,
I am here to help you. But it’s hard
for me to help you if you keep speaking to
me that way.’
Try this several times. If they continue berating or
attacking you personally, simply say: ‘I would
really like to help you, but I cannot do so
when you speak to me this way. If you will calm down,
I can help you now. Otherwise, please call
me again later.’
If they calm down, help them. If they continue the abuse,
hang up, or excuse yourself and walk away. If they become
more furious still, call your supervisor (who should
repeat the same steps), or security (who will take different
steps altogether).
Key Learning Point
No service provider
should endure ongoing customer abuse. We are in service
to help, not get hurt. Defuse abuse with your clarity
and commitment to serve. If that works, so can you. If
it doesn’t work, get yourself out of the way.
Action Steps
Train your staff
thoroughly in how to defuse abusive customers, and when
to call for help. Be sure everyone on your team is committed
to preserving the dignity of everyone else, including
the customer.
Next Article in Customer Service Recovery >>
Don't be a Softie.Squeak!
First Article in Customer Service Standards >>
Get Yourself Spring-Loaded
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