Some customers use bait tactics to try to get what they want. They’ll say something just to get you to react. This way, they think they’ll have a better chance of getting what they want. Discover five techniques for addressing unacceptable language and behavior from customers.
- Some people use bait tactics to try to get what they want. … They'll say something just to get you to react. … They're trying to take your power … so that they're in control. … A lot of the time, when a customer … uses profanity or yells they're baiting you. … If they can throw you off, get you emotional … or frustrate you then they have the upper hand. … They want you upset, they want you … to give in because then they think they'll have … a better chance of getting what they want. … Even if they don't get what they want, … they felt a sense of power from their rant. … When a situation escalates to the point … of the customer yelling or cursing you have two objectives. … You must assertively set boundaries … for what you won't tolerate, … and you must immediately regain control. … I sat down with a team of skillful escalation agents … and one of the questions I asked them was … what's your best response to the customer … who uses profanity, yells at you or cuts you off. … As they talked, I took notes. …
- Recognize examples of pushing when dealing with a customer.
- Summarize the goal of reframing conversations.
- Identify the benefits of using partnering language.
- Determine the best response to a customer who asks to speak to a manager.
- Identify statements that can be used to acknowledge a customer’s issue.