Customer Service

Customer Service: Handling Abusive Customers

Customer Service: Handling Abusive Customers
Instructor: David Brownlee
Released: 4/25/2022Course 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

  1. Why is the customer upset?
  2. What does the customer want at the end of the transaction?
  3. 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

  1. Ask a question
    • What would be the best solution for you?
  2. Switch to lighthearted conversation.

Resolving the customer’s issue

Diffuse a Heated Situation

  1. Understand the problem.
  2. Confirm what they want.
  3. Try to do what they want. If you can’t offer them at least 3 options.
  4. Present your solution.
  5. Check in.

Aborting the interaction

If your customer is still agitated, abort the interaction.

Aborting an Interaction

  1. Remind the customer.
    • You care.
    • They are important.
    • You want them to leave happy.
  2. Apologize.
  3. Be careful with the language you use.
  4. 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

  1. Remind them that your goal is to serve them
  2. Gauge their state of mind.
  3. 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.

  1. Assessed.
  2. Reassured.
  3. Emphatized.
  4. Changed customer focus.
  5. Present multiple solutions.
  6. Abort the situation.
  7. 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.

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