Handling Abusive Customers

Through the phone & in person!

THROUGH THE PHONE:

  • Actively listen to the customers, let them talk through their problems and get it out of their system.
  • Maintain personal integrity the whole time.
  • Allow the customer to express their opinions.
  • Be sympathetic & empathetic.
  • Apologize when appropriate.
  • Try to fix the problem to the best of your ability.

ALWAYS BE RESPECTFUL!

In Person:

  • Always maintain a polite & professional manor.
  • Explain to them that you are there to help them with the problem.
  • Let the customer know that their frustration is understandable.
  • Be honest with them, don't offer them ways to fix the issue if you know you cannot do it.
  • If it gets too much out of hand don't be afraid to let the manager know.