Seven Steps to Protect Your Employees From Customer Verbal Abuse
Robert Moment
March 23, 2008
The old saying is that the customer is always right, and most of the time , this is true – except when it comes to verbally abusive ones. Neither you nor any of your employees should have to deal with an abusive customer: it´s bad for everyone, not just for business. You can protect yourself from this kind of unpleasantness, however , by implementing these seven steps:
1. Exceptional Customer Service
Though it may seem like a given , the key to preventing unhappy or abusive customers is committing your business to giving exceptional customer service all the time. No matter what products you sell or services you offer, customers need to know that they´re your number one priority. This sort of trusting relationship can take time to build up, and can only be accomplished with a staff dedicated to giving exceptional service – but it goes a long way towards preventing the kinds of problems that cause customers to become abusive.
2. State Your Policies Up Front
Make sure that any policies are stated up front by staff and are posted clearly where the customer can easily read them. Return policies, for example, are a common source of dispute for many retailers. Clearly explaining and posting your policies leaves little room for customers to argue in the event of a problem.
3. Open and Clear Communication
Not only between you and the customer, but also between you and your staff, good communication can go a long way towards preventing abusive customers. Listening to customer concerns and complaints is only half the battle – these problems need to be explained to all your employees, to make sure everyone is on the same page. Good communication is the key to preventing verbally abusive situations .
4. Competent Management Staff
Depending on the nature of your business, the amount of manager present at any given time may vary. But you have to make sure that staffing and budget constraints don´t leave you without managerial staff on hand at any time. Employees need a place to turn if there is a problem, and abusive customers need to know there is a manager on duty to take care of their dispute.
5. Negotiation Skills
Keep in mind that you need to brief employees on just how to deal with abusive
customers . Teaching them basic negotiation skills will make them feel more
confident in the event of a dispute, and will help keep the problem from escalating.
Like good communication , negotiation is as much about talking as it is about
listening, and it takes a cool, calm head to get through the dispute smoothly.
6. Better Training for Employees
More important than anything else you can do to prevent abusive customers is
Getting better training for your employees. Make sure they´re aware of all policies
And regulations, and know how to communicate these clearly to the customer.
Running scenarios and role – playing are often very helpful in teaching employees
The most effective ways to deal with potential problems.
7. Consistency
In both policy and action, you as a business owner to be consistent. If you refund
One customer´s purchase without a receipt, be prepared to do it again for another- or face a possible confrontation. In the event of a dispute, your actions should reflect the policies that your employees outline to your customers, and be consistent with your company´s commitment to service.
Verbally abusive customers are something most retailers and merchants would rather
not think about – but they are a self-created problem that can be prevented simply by
making some changes to the way you do business.
Robert Moment is an innovative customer service consultant business coach, speaker and author of "Invisible Profits: The Power of Exceptional Customer Service". Visit http://www.customerservicetrainingskills.com and sign-up for the FREE e-course titled, Creating "Wow" Customer Service Experiences.
1. Exceptional Customer Service
Though it may seem like a given , the key to preventing unhappy or abusive customers is committing your business to giving exceptional customer service all the time. No matter what products you sell or services you offer, customers need to know that they´re your number one priority. This sort of trusting relationship can take time to build up, and can only be accomplished with a staff dedicated to giving exceptional service – but it goes a long way towards preventing the kinds of problems that cause customers to become abusive.
2. State Your Policies Up Front
Make sure that any policies are stated up front by staff and are posted clearly where the customer can easily read them. Return policies, for example, are a common source of dispute for many retailers. Clearly explaining and posting your policies leaves little room for customers to argue in the event of a problem.
3. Open and Clear Communication
Not only between you and the customer, but also between you and your staff, good communication can go a long way towards preventing abusive customers. Listening to customer concerns and complaints is only half the battle – these problems need to be explained to all your employees, to make sure everyone is on the same page. Good communication is the key to preventing verbally abusive situations .
4. Competent Management Staff
Depending on the nature of your business, the amount of manager present at any given time may vary. But you have to make sure that staffing and budget constraints don´t leave you without managerial staff on hand at any time. Employees need a place to turn if there is a problem, and abusive customers need to know there is a manager on duty to take care of their dispute.
5. Negotiation Skills
Keep in mind that you need to brief employees on just how to deal with abusive
customers . Teaching them basic negotiation skills will make them feel more
confident in the event of a dispute, and will help keep the problem from escalating.
Like good communication , negotiation is as much about talking as it is about
listening, and it takes a cool, calm head to get through the dispute smoothly.
6. Better Training for Employees
More important than anything else you can do to prevent abusive customers is
Getting better training for your employees. Make sure they´re aware of all policies
And regulations, and know how to communicate these clearly to the customer.
Running scenarios and role – playing are often very helpful in teaching employees
The most effective ways to deal with potential problems.
7. Consistency
In both policy and action, you as a business owner to be consistent. If you refund
One customer´s purchase without a receipt, be prepared to do it again for another- or face a possible confrontation. In the event of a dispute, your actions should reflect the policies that your employees outline to your customers, and be consistent with your company´s commitment to service.
Verbally abusive customers are something most retailers and merchants would rather
not think about – but they are a self-created problem that can be prevented simply by
making some changes to the way you do business.
Robert Moment is an innovative customer service consultant business coach, speaker and author of "Invisible Profits: The Power of Exceptional Customer Service". Visit http://www.customerservicetrainingskills.com and sign-up for the FREE e-course titled, Creating "Wow" Customer Service Experiences.