Abusive Customers: Customer Service Training : Personal Attacks in Retail Sales

Learn how to deal with personal attacks in customer service with expert retail sales management advice in this free online customer service video clip.

Expert: Pamela Unruh
Bio: Pamela Unruh has been working in the customer service industry for nearly twenty years. She has a great amount of experience on the subject, and has been a corporate trainer in the field.
Filmmaker: Reel Media LLC

Category:

Howto & Style

Tags:

• customer
• service
• tough
• abusive
• customers
• retail
• nightmare
• employee
• training

[jasongsxrful1000]

@TGSean hmmm, what does abandoning someone who is verbally abusing you say about the company....it says we only do business with mature people, so stop acting like a fuckin child. where the fuck are you from that you think its ok to abuse someone just because youre the customer? any company whoever they may be should not have to prove how dedicated they are to an asshole who has only learned how to get what they want by throwing a temper tantrum. thumbs up for reasonable thinking plz

[jasongsxrful1000]

@peglegpogostick it does accomplish something...it says to them, hmm maybe calling that lady a bitch was not the best way to get help troubleshooting my pc.

[mattewmarshall]

I enjoyed watching your video! thanks for sharing!

[TGSean]

@jasongsxrful1000 Couldn't agree more. Easy thumbs up.

[GloriaD5767]

I moved into a new department six months ago and I've been hit twice (by women) and kissed on the mouth by a guy. I'm talking to HR because I'm sick of this shit.

[TGSean]

@peglegpogostick "It might not be profitable for the company to have an agitated customer on the phone to simply rant, [. . .] but if you abandon a customer what does that say about your company's dedication to them?"

It's not a question of profitability, but ethics; It's never OK to abuse someone. What will it say about the company? That they have little/no dedication to abusive individuals. I have enough common respect for you to assume I don't need to explain why that's acceptable.

[peglegpogostick]

Hanging up on a customer because they have no other recourse is only going to escalate the situation. It accomplishes absolutely nothing, and only angers people further. It might not be profitable for the company to have an agitated customer on the phone to simply rant, or to endure a tirade in a brick and mortar facility, but if you abandon a customer what does that say about your company's dedication to them?

Horrible advice.

[warlocksv]

too helpful !!!

[nezpercenathan]

I've worked for management before who insisted that you take the verbal abuse and profanity. They felt that was "part of your job", incidentally, in N.C., you can also be fired for refusing to take verbal abuse from a customer, with no possible recourse against your employer. The only things you don't have to take are physical assault, and the threat of physical violence.