Customer Service: Handling Abusive Customers | ||
Instructor: David Brownlee | ||
Released: 4/25/2022 | Course Details 36m Beginner Intermediate | |
Skills Covered De-escalation | Course Link | |
Professional Certifications and Continuing Education Units (CEUs) N/A | ||
What is the best way to handle a customer who steps into dangerous territory? What strategies will help diffuse and refocus a bad interaction, and when is it appropriate to walk away? In this course, join customer service expert David Brownlee—the author of Rock Star Customer Service—as he shares real-life examples and actionable steps that can help you confidently handle abusive customers in a variety of contexts. Upon wrapping up this course, you’ll have the knowledge you need to formulate a plan of action and navigate difficult customer service interactions with poise and professionalism. Source: LinkedIN Learning |
Handling an Abusive Customer
Assessing the customer service interaction
- Why is the customer upset?
- What does the customer want at the end of the transaction?
- What can you do to solve their problem?
What your customer needs to feel
- Heard
- Understood
- Cared for
Reassuring the customer
- Take responsibility for the problem.
- You represent the company.
- The customer does not care who screwed up.
- Do everything to ensure they leave happy.
- Work to solve their issue.
Using empathy to show you care
Empathy
Feeling how the customer feels in that moment.
Showing Empathy
- Share a similar story.
- Explain how the issue was resolved.
Changing the customer focus
- Think about a time you were angry.
- Think about a time you were happy.
Changing Focus
- Ask a question
- What would be the best solution for you?
- Switch to lighthearted conversation.
Resolving the customer’s issue
Diffuse a Heated Situation
- Understand the problem.
- Confirm what they want.
- Try to do what they want. If you can’t offer them at least 3 options.
- Present your solution.
- Check in.
Aborting the interaction
If your customer is still agitated, abort the interaction.
Aborting an Interaction
- Remind the customer.
- You care.
- They are important.
- You want them to leave happy.
- Apologize.
- Be careful with the language you use.
- Take further action.
Code System: Code Orange
Customer using explicit language, yelling, and has disdain towards you.
Code System: Code Yellow
Customer using explicit language, yelling, and degrading or being abusive towards you.
Code System: Code Red
Customer threatening you mentally and physically.
Following up with the customer
Bad experience – a customer will tell 9 people about it (on social media it could thousands of people).
Emotion is energy.
Following Up
- Remind them that your goal is to serve them
- Gauge their state of mind.
- Offer an unexpected item.
Law of Reciprocity
When you give someone a gift, they feel they owe you a gift in return.
Examples of How to Handle an Abusive Customer
Handling an abusive customer on the phone
Video example of an abusive customer scenario.
- Assessed.
- Reassured.
- Emphatized.
- Changed customer focus.
- Present multiple solutions.
- Abort the situation.
- Follow up.
Handling an abusive customer in person
Video example of an abusive customer in a restaurant.
Remember! To experience the full benefit of this guide, I highly recommend you watch the full training session. |