How to handle abusive customers

- What do you do, as a coach,…when the customer is truly awful?…You know, I always tell sales coaches,…don't hijack a call, don't take over for your rep,…but there is one exception and that is when the customer…is absolutely abusive.…If a customer is harassing your sales rep.…If they're belittling them, then it's appropriate…for you, as a leader, to step forward…and let the customer know, in no uncertain terms.…We do not allow our people to be treated that way.…

I remember, early in my career, when I had a customer…who was a much older man who was harassing me,…a much younger woman.…I just took it and took it and I always tried…to de-escalate it, I always tried to stay nice…because I thought it was part of my job as a sales rep…but I will never forget the day…when my boss happened to observe the customer doing this.…My boss stepped in and said,…I am going to stop this conversation right now.…

No one speaks to our people that way.…He looked at the customer, he said,…we're going to leave here.…You're going to think about this…