Many of us have witnessed or have had firsthand experiences with outraged customers. There are numerous viral videos of customers being disrespectful and outright abusive towards staff members in multiple industries. These customer outbursts have become so common that “Karen” has become a term for abusive label customers. Although it is essential to try and provide the best customer support, it is also equally important to consider your team’s well-being. Team members should not have to deal with yelling and abusive comments. Here are our tips to better help your team deal with abusive customers.
Teach your team members de-escalating tactics
The first step in dealing with an angry customer is to attempt to de-escalate the situation. Creating a de-escalation plan for your team members can give them tools to prevent an aggressive integration with a customer. For example, your basic de-escalation plan could consist of the following steps:
- Allow the customer to explain their grievances thoroughly
- Have the team member reiterate the issues outlined to ensure they understand the problem(s)
- Validate the customer’s experience by either apologizing or thanking them for bringing the issue to your team’s attention
- Use positive language (avoiding words like “don’t” or “never”)
- Thoroughly examine the customer’s options and relay them
Although having de-escalation techniques can be helpful, it should go without saying they may not be effective in every situation.
Have your Team member’s backs
It is crucial that your team understands their value and deserves respect from customers. Your team needs to know that they are in a supportive environment and seen as not just a company representative but a person. Building that supportive work culture is the foundation for many team members. However, it is crucial to ensure your team members feel supported following any abuse from customers. This support can come in many different forms, for example:
- Having another team member or manager step in and deal with the angry customer
- Providing a safe and private space for team members to process their emotions following an encounter
- Offering verbal support and reassurance to affected team members
Establishing an environment that allows your team members to recover after an abusive customer interaction is critical. Team members will perform better when they know their manager and their company have their back.
When to walk away from an abusive customer
When a customer has become verbally abusive and refuses to calm down, there comes the point where the line needs to be drawn. Similarly, staff should also know when they need to decline service and walk away. Outlining scenarios that warrant the team taking a step back allows them to recognize when a line has been crossed on the customer’s end. Additionally, reinforcing what abuse can look like reminds staff that they are in a safe and supported environment.
Luckily, there are many respectful customers as well. To learn more about boosting customer satisfaction, check out our blog post.
