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

Seven Basic Angry Customer Principles?

If you want to understand how angry customers operate, and the basics of the defusing process, here are seven principles "in a nutshell. These are taken from an early chapter of: Defusing Hostile Customers Workbook (Third Edition2010): A Self-Instructional Workbook For Public Sector Employees  

1. At times your clients are going to be angry, and you need to recognize they have a right to be upset or angry.

2. Your clients do NOT have the right to be abusive, or manipulative.

3. You need to focus your attention on ways that will reduce the amount of hostile behavior aimed at you. If these techniques cause the customer

to feel less angry, that’s great, but that isn’t something we can control.

4. Hostile and abusive behavior is intended to control and manipulate you.

5. Hostile and abusive behavior is learned at a very young age, and everyone has learned how to do it.

6. Hostile people will dangle bait in front of you. The first step to avoiding escalation of these situations is to not take the bait.

7. The rules of the hostile “game” say that when attacked, you are EXPECTED to respond defensively, or by counter‑attacking. When you do so you play the game according to the attacker’s rules, and you will lose.

Search Our Site:

Most popular FAQs RSS

  1. Customer Needs/Wants/Customer Expectations - What's The Difference (106665 views)
  2. What To Do When You Don't Have An Answer ... (56454 views)
  3. When Does Customer Behavior Cross the Line To Verbal ... (51425 views)
  4. What Is Hostile and Abusive Customer Behavior? (46615 views)
  5. How to handle a customer who interrupts my conversation ... (42367 views)
  6. Should I Ever Hang Up On A Customer? (42195 views)
  7. How To Build Rapport During The Customer Greeting? (38183 views)
  8. What Is Cooperative Communication? (38146 views)
  9. How Can I Be Notified Of Updates To ... (37853 views)
  10. Can I view the complete table of contents before ... (37441 views)

Latest FAQs RSS

  1. I'm a manager and often have to deal with ... ()
  2. I want to fire a customer who is very ... ()
  3. Are My Peers (the people I work with) Internal ... ()
  4. Why do some customers stay angry even after I've ... ()
  5. Should I Ever Hang Up On A Customer? ()

Sticky FAQs