You’re right Annie. It happens all the time.

Hi Rod, You make a great point, that we are all human beings and should all be treated with dignity. However, the reality is that customers get upset, and in CS, it is our duty to try to serve them and assist with their problem. You are right, respect has to come from both sides, and no one should have to put up with behavior that has crossed the line into abuse. But we should always the respect the customer enough to understand the role we might have played in their dissatisfaction, and how we can help remedy it.

Thanks for the great thoughts!

I’m glad that you take interest in it, because it’s been very helpful for me. I think that you have to make a balance between the “persona” and your genuine act. If you think it through, you see that your “persona” is not something that just came out of the blue. It’s also a part of you and your “reflection” but slightly modified.

That’s an interesting approach, taking on a persona to depersonalize the situation. If you are able to do that while remaining genuine in your interaction, then it seems like it could be a really helpful technique.

Ha! I appreciate it Kaarina; I like it when my friends save me work! 🙂 I agree that training is at the heart of most of these issues. It is so rarely personal, but it is very natural for many to take it personally.

You give some great tips on how to help take a step back when in the heat of the moment and to help rectify situation at the time (when possible).

Thanks for the excellent thoughts!

In most cases, poor customer service and the compelling need some employees feel to “be right”, rather than solve a problem, stems from a complete lack of training. We utilize role plays, immediate feedback loops and group discussions to see how sticky situations can be dealt with by realizing: the demanding or irate customer is mad about a situation. They are mad at you only if YOU give them reason to take it out on your personally.

So although the tirade feels like it’s a personal attack, it’s really the customer’s own frustration, short-coming or lack of civility that is being expressed.

I’ve found 2 things to be most helpful:

First, have employees practice body stance, language, breathing, facial expression and techniques for “keeping your cool”, and then have them ask: “What can I do to solve this for you?”

Second, empower all employees to exercise their best judgement in solving someone’s problem (with, of course, an identified level of authority and responsibility)

And oops! I think I responded to this post with answers that might better have been left for your next one:) Cheers! Kaarina

Then I take all that into consideration and I make a “persona”. Once I have it, I become that “persona” at work which makes it way easier for me to understand that bad words and rude comments are not meant for me but for the “salesperson” that is servicing those rude people.