What is the best way to handle an abusive customer?

How to deal with abusive customers

1. Train your team in de-escalation techniques.
2. Use positive language.
3. Thank the customer for bringing the issue to your attention.
4. Tell the customer what you’ll do to help them.
5. Teach customer service best practices.
6. Let frustrated customers vent.
7. Apologize.
8. Offer a discount or refund.

Feb 2, 2022

How do you handle an abusive customer script?

‘I’m sorry you’re so upset, [customer name]. I am happy to help resolve this issue, but if you continue to use this language, I will have to end the chat. ‘ If abusive customers ignore your polite request to stop the abusive messages, it’s time to be more assertive and issue a warning.

What do you do when a customer abuses you?

Ask them to stop. If you are dealing with an abusive customer, it’s important not to let the situation get out of hand. This can happen quickly, so make sure you take action immediately and don’t delay. If they are verbally abusive, tell them that their behavior is unacceptable and that you would like them to stop.

Can you abuse customer service?

Some customers go beyond angry and become abusive. They might start the call in abusive mode, or might escalate to abusive from mere anger. Sometimes if you don’t tell them what they want to hear, they become abusive. Abusive is defined as verbally threatening, using foul language, and emotionally out of control.

How do you deal with aggressive and abusive clients?

Stay calm and keep your emotions in check. Adopt a passive and non-threatening body posture (e.g. hands by your side with empty palms facing forward, body at a 45 degree angle to the aggressor). Let the client air his/her feelings and acknowledge them. Ask open-ended questions to keep a dialogue going.

How do you respond to rude or abusive customers?

Explain. Ask the abusive customer to calm down in a respectful manner and explain that you’re there to help. Tell them it’s going to be more difficult to resolve the issue while tempers are flared and that you’re more likely to be able to address any concerns if any discussion is conducted in a civilized fashion.

Customer Service: Handling Abusive Customers Online Class

Customer Service: Handling Abusive Customers Online Class | LinkedIn Learning, formerly Lynda.com All topics Business Professional Development Communication Preview With David Brownlee Liked by 44,261 users Duration: 36m Skill level: Beginner + Intermediate Released: 4/11/2018 Course details What is the best way to handle a customer who steps into dangerous territory? What strategies will help diffuse and refocus a bad interaction, and when is it appropriate to walk away? In this course, join customer service expert David Brownlee—the author of Rock Star Customer Service—as he shares real-life examples and actionable steps that can help you confidently handle abusive customers in a variety of contexts. Upon wrapping up this course, you’ll have the knowledge you need to formulate a plan of action and navigate difficult customer service interactions with poise and professionalism. Skills you’ll gain Earn a sharable certificate Share what you’ve learned, and be a standout professional in your desired industry with a certificate showcasing your knowledge gained from the course. Certificate of Completion Showcase on your LinkedIn profile under “Licenses and Certificate” section Download or print out as PDF to share with others Share as…

Handling Abusive Customers Video Tutorial – LinkedIn

Handling Abusive Customers – Customer Service: Handling Abusive Customers Video Tutorial | LinkedIn Learning, formerly Lynda.com From the course: Customer Service: Handling Abusive Customers Handling Abusive Customers “ – Most people in customer service, either face to face or on the phone, will have experienced or come into contact with abusive customers at some point. This can be very difficult, even scary. But it’s more important now than ever for you to have the skills necessary to deliver a world-class customer service experience and know how to diffuse a heated situation or even get out of it safely and quickly. In this course, we will dig through the reasons why customers are abusive. I’ll walk you through the seven key steps to handling an abusive customer, from assessing the situation and changing the customer focus to resolving the customer issue and following up. Last, watch real life examples and discover how you…

Handling an abusive customer in person – LinkedIn

Handling an abusive customer in person – Customer Service: Handling Abusive Customers Video Tutorial | LinkedIn Learning, formerly Lynda.com From the course: Customer Service: Handling Abusive Customers Video is locked. Unlock the full course today Join today to access over 20,600 courses taught by industry experts or purchase this course individually. Handling an abusive customer in person “ – If you work in a business where you have face-to-face contact with your customers, an abusive customer can be extremely difficult to deal with. Let’s take a look at a face-to-face encounter. Pay close attention to how the server deals with the abusive customer. Can you identify the steps in this live scenario? (fork clanks) – (snaps fingers) Where is the other half of my salad? – Oh. What seems to be the problem? – It’s missing the carrots, the beets, and it tastes like it has the wrong dressing. (plate scrapes) – I see. Absolutely. Let me take this back and get it fixed for you right away. Is there something I can get you in…

Understanding why customers are abusive – Customer Service

Understanding why customers are abusive – Customer Service: Handling Abusive Customers Video Tutorial | LinkedIn Learning, formerly Lynda.com From the course: Customer Service: Handling Abusive Customers Understanding why customers are abusive “ – Sometimes, good people can get upset and become abusive in customer service interactions, even when you do everything right. Why? Well, there is many reasons as there are people. It’s important to explore and understand these reasons, because it will give you insight to the possible state of mind of your customers, and you may be able to relate to them on some level. The more relatable you are to your customers, the better chance you have to solve their customer service issues, and defuse heated interactions. I’ve grouped these reasons in five categories that I commonly see. First, career. Your customer may have recently lost their job, or may feel stuck in a job they hate. That can easily put…

Aborting the interaction – Customer Service – LinkedIn

Aborting the interaction – Customer Service: Handling Abusive Customers Video Tutorial | LinkedIn Learning, formerly Lynda.com From the course: Customer Service: Handling Abusive Customers Video is locked. Unlock the full course today Join today to access over 20,600 courses taught by industry experts or purchase this course individually. Aborting the interaction “ – Your goal as a customer service representative is to deliver a world-class customer experience and make sure that every customer leaves happy. Why then would you ever want to abort a transaction? If you’ve been trying your best to provide excellent customer service and your customer is still heated or even more agitated, this is a warning sign that you may need to abort the interaction. If the customer is emotionally out of control and coming closer to your physical proximity, or other customers feel uncomfortable or threatened, it is time to stop the transaction. There’s a very simple process to abort the interaction successfully and safely. First, remind your customer that you care about them, that they are important to you and your…

Reassuring the customer – LinkedIn

Reassuring the customer – Customer Service: Handling Abusive Customers Video Tutorial | LinkedIn Learning, formerly Lynda.com From the course: Customer Service: Handling Abusive Customers Video is locked. Unlock the full course today Join today to access over 20,600 courses taught by industry experts or purchase this course individually. Reassuring the customer “ – A while back I was on a speaking tour and that week there was a mistake on my cell phone bill. I figured no big deal. I’ll call customer service and it should be easy for them to fix. So I get the customer service rep on the phone and the guy sounded like a robot saying, there’s nothing I can do. So I tried to humanize robot man, and I asked him if anything like this had ever happened to him. He actually said, yes. I said, okay, what did you do? He said, I paid it. I’m thinking this is ridiculous. And obviously I’m…

Assessing the customer service interaction – LinkedIn

Assessing the customer service interaction – Customer Service: Handling Abusive Customers Video Tutorial | LinkedIn Learning, formerly Lynda.com From the course: Customer Service: Handling Abusive Customers Assessing the customer service interaction “ – When you’re dealing with abusive customers, your first step to solving their problem is to assess the customer interaction. In order to do so, you need to find the answers to three simple questions. The first question you must answer is crucial. Why is the customer upset? And the best way to find the answer is to ask the customer. You might say to the customer, I want to do what I can to make sure you’re happy. Can you tell me what happened? Even if you know the answer, it’s best not to assume anything, let them tell you in their own words. If the customer won’t tell you or can’t tell you, then it’s up to you to investigate. Talk to your colleagues, check out the purchase history…

Resolving the customer's issue – Customer Service – LinkedIn

Resolving the customer’s issue – Customer Service: Handling Abusive Customers Video Tutorial | LinkedIn Learning, formerly Lynda.com From the course: Customer Service: Handling Abusive Customers Video is locked. Unlock the full course today Join today to access over 20,600 courses taught by industry experts or purchase this course individually. Resolving the customer’s issue “ – I have a client that provides payment portals for their customers. They have a call center, but they also have a customer service team that’s dedicated to working on social media. They had one customer that got so upset he became extremely abusive on the social media page of the company. He was using profanity, all caps, and was clearly irate and out of control. So my client had one of their customer service reps call this guy to see what was going on. When they got him on the phone, they asked him what the problem was. He told them that he was…

Changing the customer focus – Customer Service: Handling Abusive …

Changing the customer focus – Customer Service: Handling Abusive Customers Video Tutorial | LinkedIn Learning, formerly Lynda.com From the course: Customer Service: Handling Abusive Customers Video is locked. Unlock the full course today Join today to access over 20,600 courses taught by industry experts or purchase this course individually. Changing the customer focus “ – When you have an abusive customer, you need to try and control their focus. You want them to focus on something positive because what you focus on, you will feel. Let’s try it. Close your eyes for a moment and think about a time in your life when you were really angry. Get that image in your mind. See what you saw, hear what you heard, feel what you felt. Now open your eyes. How do you feel? Angry? Okay, don’t worry. I’m not going to leave you feeling angry like this. Now, close your eyes…