Complete Guide To Dealing WIth Difficult, Angry, Aggressive And Abusive Customers
Learn what to say, when to say it and stay stress free, safe, and professional under pressure
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- What Is Cooperative Communication?
... - What Is Hostile and Abusive Customer Behavior?
Hostile and Abusive Customer Behavior There is a difference between ... - What is Verbal Judo?
When George Thompson was a law enforcement officer, he realized that the standard ways of dealing with "the public" were sufficiently confrontational that they were ... - What Is Verbal Self-Defense?
Verbal Self-Defense is a term coined by psycholinguist and author Suzette Haden-Elgin in a series of books. Drawing from traditional psychology and linguistics, and from ... - When Does Customer Behavior Cross the Line To Verbal Abuse?
Expressions of anger from customers are not necessarily verbally abusive. If you work in customer service, you need to accept that anger is a normal ... - Why Should "I" Have To Learn Customer Defusing Skills?
It may seem unfair that you are the one that has to learn and use skill to deal with angry and difficult customers, when they ... - What Should I Do If My Customer Is In A Hurry?
In this day and age, people and customers are often in a hurry to conduct their business and move on. How can you interact with ... - What Is The Customer Interaction Escalation/Crisis Cycle?
Understanding The Escalation Cycle Angry situations don’t always start with very abusive or hostile behavior. Even a benign conversation can become acrimonious and destructive if each ... - Why Unreasonable Customer Behavior / Has Increased?
Overblown Unreasonable Customer Desires Fed by Companies + Low Expectations = Hair Trigger Customer Behavior One thing that has changed over the years is that customers ... - What Do Customers REALLY Want?
Sometimes it seems like customers want EVERYTHING imaginable, or at least it seems so if you listen to the experts on WOWING the customer, surprising ... - What is a face-saving out in customer service?
Embarrassing or humiliating a customer is always a bad thing, even in situations where the customer has made a stupid mistake or is angry and unpleasant. Providing ... - What is "going with the customers' energy flow"?
Going with the customer's energy flow is a verbal self-defense technique because it uses the customer's negative energy to help calm him or her down. ... - Where can I learn more about verbal self-defense techniques. They sound interesting. I guess you'll explain, but are there any books on the subject?
While a few others have used the term verbal self-defense (or defence), to my knowledge the originator is Suzette Haden-Elgin. She's a Psycholinguist and author ... - What's a Verbal Softener?
Verbal softeners are phrases and words like "sometimes", "it could be", "perhaps" and so on that state things in a more ambiguous and less harsh ... - What is fogging?
I've come across two very different explanations of fogging. The first describes it as an assertive communication technique with the following definition: Fogging consists of finding some ... - What to do when a customer bad-mouths my employer
You may come across a situation where your customer comes in with a “chip on his shoulder” because hebelieves he has been treated badly in the ... - Why do angry customers often "act like children"
The fact that children learn angry and manipulative behaviors doesn’t mean they spend all their waking hours being abusive or manipulating others. As a counter-balance ... - What business types are susceptible to being damaged by poor customer service?
Certainly, not all types of businesses have to have the same levels of customer service. However, some sectors are particularly sensitive to the effects of ... - What to do when a customer is clearly wrong and stubborn?
Here's the first thing to keep in mind. You may "WIN" by proving the customer is wrong, and even through trying to embarrass, or humiliate, ... - With an upset customer, should I use my own similar experience to show empathy?
By focusing on YOUR story, you shift the focus away from the customer and his or her situation and emotion. It's actually a common mistake ... - What's A Customer Takeaway, and How Does It Help? (#custserv)
A customer takeaway is exactly what it sounds like -- something physical (paper, business card, written down phone number, instructions) that can be given to ... - What does "What you focus on, you get more of" mean?
In the context of customer service and irate customers it actually has two meaning. The Self-Control Cognitive Meaning Over the last decade or so, Psychology has advanced ... - What's the problem with defending oneself against customer verbal abuse?
First, let's talk about what "defending oneself" means. Defending statements include things like: I only work here I try the best I can We’re short-staffed I am treating you fairly I ... - What's the difference between explaining, and being defensive in customer interactions?
It's not always a clear line. In: What's the problem with defending oneself against customer verbal abuse? we explained why defensiveness is the wrong course of ... - What does "Deal With The Customer's Feelings First" Mean?
In the CARP system, we recognize that an angry person is not "ready" to work with you to solve a problem. Likewise for someone overcome ... - What does "Avoid Coming Across As Bureaucratic" Mean?
From Defusing Hostile Customers Workbook (3rd edition) Principle: Avoid coming across as bureaucratic when dealing with customers Traditionally, large corporations (e.g.. banks, chain stores, telecommunications) and their ... - What do you think of "The Customer Is Always Right" Saying?
We need to address the single most popular false idea about customer service. It’s a great slogan, credited to H. Gordon Selfridge, who passed away ... - What is "removing the audience"?
Some angry customers will “play to the audience” in public situations where others are present. You can tell this is happening by observing whether the ... - What to do when a customer insults my competence?
THE SITUATION - Customer Insults Your Competence Angry or frustrated customers sometimes vent or aim their anger about the situation at the most available person.That target ... - Which of your customer service books would be best for me?
We've produced three customer service books with various different features and applications. Here's the rundown. Perfect Phrases For Customer Service Scenarios to help you handle all kinds ... - Will defusing customers reduce incidence of physical violence at work?
I'd love to have at hand some definitive research on this, particularly for participants who have attended my workshops, but the real answer is, "We ... - What do angry customers do if they are unsatisfied?
The surprising answer is that we don't know. Here's why. We know what customers SAY they do, because almost all the research relies on self-reports ... - Who are internal customers?
Internal customers are people INTERNAL TO YOUR organization or business that receive and/or depend on your work product or services. They differ from regular customers ... - What Does Wow'ing The Customer Mean?
Wow'ing the customer is a more recent phrase in customer service and customer experience that means: Vastly exceeding what customers expect and want from you in ... - What Is "Just Good Enough Customer Service"?
Just Good Enough Customer Service (JGECS) is based on the idea that the function of customer service and customer experience in an organization is solely ... - Why Is Maintaining Self-Control So Important With Difficult Customers?
Not only is it critical to success, but it's one of the harder things to learn if you work in customer service. When you allow ... - What Constitutes An Effective Customer Greeting?
Tactic 14: Greeting - What Are The Essential Elements Whether you deal with customers in person or on the phone,the way you begin a conversation will ... - What is the psychological purpose of customer hostile behavior
From a psychological view, hostile customer behavior is more complex than you'd imagine. It's not just about getting what the customer wants, believe it or ... - Why Is verbal abuse considered workplace violence in some jurisdictions?
It's counter-intuitive for some people that verbal abuse, which to them is a rather minor and common place thing, to be included along with assaults ... - What does "Don't Supply Ammunition" Mean As A Customer Defusing Principle?
Lord knows, a hostile person can dredge up enough ammunition by themselves, without your providing the shells to load into the weapon. You can be sure that ... - What Does "Listen Literally" Mean?
I've seen reference to the term, "listen literally" as a part of NLP (Neurolinguistic Programming), which deals with communication and influence. I have my own ... - What is the "tactical 8 step process" for defusing?
The tactical 8 step model or process is part of the Verbal Judo (or Tactical Communication) process developed by George Thompson. While George worked primarily ... - What is the "Five Step Tactical Process"?
The Five Step Tactical Communication proces is used when the Eight Step process fails ( What is the "tactical 8 step process" for defusing?). It ... - What To Do When You Don't Have An Answer To A Customer Question?
THE SITUATION - The Customer Question To Which You Have No Answer It’s almost impossible to have all of the answers to all possible questions customers ... - When NOBODY Can Answer A Customer's Question: What To Do?
THE SITUATION - Nobody Seems To Have An Answer To A Customer's Question Customers sometimes ask questions that nobody available can answer with confidence and authority. ... - What Is "Going To Computer Mode" With Respect To Angry Customers
Going to computer mode is an advanced technique to help defuse customer anger and manipulation, and is part of the verbal self defence techniques we ... - What Is The "Topic Grab" And How Do I Use It With Angry Customers
Like the “when question”, and “computer mode”, the TOPIC GRAB is used to get someone to stop long enough in their tirade to pay attention ... - What Is High Risk, High Gain Behavior In Terms Of Angry Customers
CARP Principle: Avoid High Risk, High Gain Behavior WIth Angry Customers High risk, high gain behavior is behavior that, when it works, is very effective in ... - What Is "The Use Of We" In Angry Customer Interactions?
Tactic 18: Use of We with frustrated customers You want to give the impression that you are working WITH the client, not against her. You may find ... - What To Do With A Customer Who's Been "Buck-Passed"
THE SITUATION - Customer Angry Because Of Being Given The Runaround Customers who have talked to three or four people andnot had any success getting help ... - What To Do When A Customer Demands To Speak To Supervisor Who Is Unavailable?
THE SITUATION - Customer Demands To Talk To Superviser Who Is Unavailable Your supervisor may not be immediately available when a customer demands to speak with ... - What is Bacal's Free Video Training (Angry Customers)
In April of 2013, we launched an experiment to bring to customer service representatives the opportunity to learn the defusing upset customer skills that are ... - What's In Session 2 of The Defusing Angry Customers Video
Essentially this is the "kick-off" to our free series. As is the case with my live seminars, we'll look at a real life example of ... - When A Customer Plays One Employee Off Another?
When a Customer Plays One Employee Off Another (“So-and-So Said”) - What To Do? THE SITUATION On occasion you may come across a customer who plays one employee ... - When a Customer Wants Information You’re Not Allowed to Give - What To Do?
What To Do When A Customer Wants Information Your Employer Does Not Allow You To Give Out Customers will sometimes ask for information thatyou’re not permitted ... - What To Do If Customer Praises Competitor On YOUR Social Media Site?
While it can be galling to have someone, a competitor or a competitor's customer praise someone else's product or service, don't let it get to ... - What To Do If You Will Be Late For A Meeting With A Customer
It happens. You have an appointment with a customer, but get stuck in traffic or are otherwise delayed. If you mishandle the situation you may ... - When a Customer Asks to Be Served Ahead of Other Waiting Customers
Here's a situation that is often mishandled by customer facing staff, and if it's not handled properly, the result in OTHER customers who become annoyed, ... - Where Does Compromise Fit In Resolving A Customer Issue
If you could do what the customer wants, then things would be much easier, but as we know, customers do make demands that are impossible ... - What Are The Dangers In Mishandling Internal Customers?
Truth be told, internal customers have far more ability to make you miserable. A poor relationship with an internal customer can cause ripple effects that ... - Why Is It Important To Use Conversation Summary Techniques With Customers?
You feel you and the customer have come to some agreement, or resolution. You think it's clear what you have said you would do (or ... - When An Angry Customer Refuses To Leave?
It can be scary when you are dealing with a customer who won't take no for an answer, and refuses to leave, particularly if the ... - Why should I apologize to an angry customer, if I haven't done anything wrong?
It's grating to have to apologize to a customer, when you, personally have done nothing wrong. It's even harder for some people to say "I'm ... - Why do some customers stay angry even after I've solved their customer problem?
I am this type of customer. My time is important and time spent fixing an issue someone caused me can never be repaid. ...
