Comments on: How To Deal With Abusive Customers http://kalzumeus.com/2007/02/16/how-to-deal-with-abusive-customers/ The schedule: 8 days. The budget: $60. The results: read on. Sat, 19 Jul 2008 23:09:26 +0000 http://wordpress.org/?v=MU By: nopiliffaber http://kalzumeus.com/2007/02/16/how-to-deal-with-abusive-customers/#comment-63295 nopiliffaber Mon, 09 Jun 2008 12:07:53 +0000 http://microisvjournal.wordpress.com/2007/02/16/how-to-deal-with-abusive-customers/#comment-63295 <a href="http://litori.free-site-host.com/455.html" rel="nofollow">white bump on clitoris</a> white bump on clitoris

]]> By: Patrick http://kalzumeus.com/2007/02/16/how-to-deal-with-abusive-customers/#comment-46179 Patrick Mon, 02 Jul 2007 10:01:15 +0000 http://microisvjournal.wordpress.com/2007/02/16/how-to-deal-with-abusive-customers/#comment-46179 >> Here’s something else to consider: telephone abuse is much different from someone being three inches from your nose threatening to “punch [you] into next week”. >> On this point, we are in agreement. I would also call security for threats. It strikes me as a bit much, and mostly avoidable, for simple lack of civility and/or cursing. Best of luck in your business endeavors. >>
Here’s something else to consider: telephone abuse is much different from someone being three inches from your nose threatening to “punch [you] into next week”.
>>

On this point, we are in agreement. I would also call security for threats. It strikes me as a bit much, and mostly avoidable, for simple lack of civility and/or cursing.

Best of luck in your business endeavors.

]]> By: Laura http://kalzumeus.com/2007/02/16/how-to-deal-with-abusive-customers/#comment-46171 Laura Mon, 02 Jul 2007 05:16:22 +0000 http://microisvjournal.wordpress.com/2007/02/16/how-to-deal-with-abusive-customers/#comment-46171 Sole employee, eh? Gee, I wonder why.....I've got news for you: I have people arrested quite often in my store (I can safely say twice a week on average), mostly for shoplifting and vandalism, and the occasional disorderly conduct. Somehow, we are still generating business and doing better all the time. My business happens to be family oriented and targeted toward a younger audience. I have repeat customers applaud me for my stance toward troublemakers, especially customers who refuse to be reasonable about certain circumstances. Here's something else to consider: telephone abuse is much different from someone being three inches from your nose threatening to "punch [you] into next week". I also deal with physical thereats quite often, but it's not going to make me change how I deal with abuse. Tough beans. You're going to have to do better than that to convince me of your position; I've tried it and it doesn't work most of the time. (Nota Bene: [I also am proficient in Latin: imagine that!] People are going to have a negative view of your business if they insist on keeping their bad attitude regardless of how you handle their nonsense, especially when getting nasty doesn't get their way. ) YOU might be concerned over that extra dollar, but I try to keep corporate greed out of the picture and focus on the *good* customers. Hasn't failed in 10 years, and I don't expect it to anytime. There's always someone else to replace the jerk that vows to "never do business here again" when attempting manipulation does not get their way. Good riddance to bad rubbish. Something else, and this is just logical when you consider human nature: someone who throws that much of a fit over a silly I.D. card usually just gets the piercing done somewhere else, because taking a trip to The Department of Public Safety is "too much of a hassle." I am not going to apologize for the inconvenience when it's not my fault to begin with. No brown-nosing here. But if *[you] were in charge*, you would've realized this. You're right, they can't stay in my store all day trying to get a rise out of me-- I ensure that. Your policy may be good for you, but don't tell me it's good for mine---because it isn't. Sole employee, eh? Gee, I wonder why…..I’ve got news for you: I have people arrested quite often in my store (I can safely say twice a week on average), mostly for shoplifting and vandalism, and the occasional disorderly conduct. Somehow, we are still generating business and doing better all the time. My business happens to be family oriented and targeted toward a younger audience. I have repeat customers applaud me for my stance toward troublemakers, especially customers who refuse to be reasonable about certain circumstances.
Here’s something else to consider: telephone abuse is much different from someone being three inches from your nose threatening to “punch [you] into next week”. I also deal with physical thereats quite often, but it’s not going to make me change how I deal with abuse. Tough beans. You’re going to have to do better than that to convince me of your position; I’ve tried it and it doesn’t work most of the time.
(Nota Bene: [I also am proficient in Latin: imagine that!] People are going to have a negative view of your business if they insist on keeping their bad attitude regardless of how you handle their nonsense, especially when getting nasty doesn’t get their way. )
YOU might be concerned over that extra dollar, but I try to keep corporate greed out of the picture and focus on the *good* customers. Hasn’t failed in 10 years, and I don’t expect it to anytime. There’s always someone else to replace the jerk that vows to “never do business here again” when attempting manipulation does not get their way. Good riddance to bad rubbish.
Something else, and this is just logical when you consider human nature: someone who throws that much of a fit over a silly I.D. card usually just gets the piercing done somewhere else, because taking a trip to The Department of Public Safety is “too much of a hassle.” I am not going to apologize for the inconvenience when it’s not my fault to begin with. No brown-nosing here.
But if *[you] were in charge*, you would’ve realized this.
You’re right, they can’t stay in my store all day trying to get a rise out of me–
I ensure that.
Your policy may be good for you, but don’t tell me it’s good for mine—because it isn’t.

]]> By: Patrick http://kalzumeus.com/2007/02/16/how-to-deal-with-abusive-customers/#comment-46109 Patrick Sun, 01 Jul 2007 12:27:00 +0000 http://microisvjournal.wordpress.com/2007/02/16/how-to-deal-with-abusive-customers/#comment-46109 I apologize for censoring your post, but many of my customers use filtered internet connections and it would be unfortunate if they were unable to access my domain due to overzealous software filtering. Regardless of whether that individual customer/prospect ever buys from you, there is the matter of your store's image to consider. In general, my sense of things is that bickering with customers, even when you are in the right, does not inspire confidence in other customers. Customer service professionals actively despising customers, even the trying customers, is also probably not a great thing. Additionally, when the prospect retells the story to her friends, it is highly unlikely that she will end up sounding like the bad guy. Arrests happening in your place of business are, of course, always a negative. I may be the boss around my own business*, but I've also been a lowly order entry clerk working the phones answering two hundred calls a day. I was subjected, infrequently in the grand scheme of things, to language of the sort which would make sailors blush. It only gets to you if you let it get to you. (* nota bene: Considering I'm the sole employee of my business, I get to be both "high and mighty" and also frontline support, at the same time. Its great fun.) You are, of course, entitled to your opinion. Its my considered opinion that it is less advantageous to your company's bottom line than other alternatives, such as telling abusive customers some variation of "We are sorry that we cannot meet your needs today, but the government has tied our hands.", and repeating that until they leave your store*. As I mentioned earlier in the thread, they can't stay in your store all day trying to get a rise out of you. * That is what you can do as an employee without the ability to set policy. If I were in charge of policy, I would apologize to them for the inconvenience, mention that the law ties my hands, and offer them a discount on the piercing after they had collected their ID card. I apologize for censoring your post, but many of my customers use filtered internet connections and it would be unfortunate if they were unable to access my domain due to overzealous software filtering.

Regardless of whether that individual customer/prospect ever buys from you, there is the matter of your store’s image to consider. In general, my sense of things is that bickering with customers, even when you are in the right, does not inspire confidence in other customers. Customer service professionals actively despising customers, even the trying customers, is also probably not a great thing. Additionally, when the prospect retells the story to her friends, it is highly unlikely that she will end up sounding like the bad guy. Arrests happening in your place of business are, of course, always a negative.

I may be the boss around my own business*, but I’ve also been a lowly order entry clerk working the phones answering two hundred calls a day. I was subjected, infrequently in the grand scheme of things, to language of the sort which would make sailors blush. It only gets to you if you let it get to you. (* nota bene: Considering I’m the sole employee of my business, I get to be both “high and mighty” and also frontline support, at the same time. Its great fun.)

You are, of course, entitled to your opinion. Its my considered opinion that it is less advantageous to your company’s bottom line than other alternatives, such as telling abusive customers some variation of “We are sorry that we cannot meet your needs today, but the government has tied our hands.”, and repeating that until they leave your store*. As I mentioned earlier in the thread, they can’t stay in your store all day trying to get a rise out of you.

* That is what you can do as an employee without the ability to set policy. If I were in charge of policy, I would apologize to them for the inconvenience, mention that the law ties my hands, and offer them a discount on the piercing after they had collected their ID card.

]]> By: Laura http://kalzumeus.com/2007/02/16/how-to-deal-with-abusive-customers/#comment-46086 Laura Sun, 01 Jul 2007 04:56:26 +0000 http://microisvjournal.wordpress.com/2007/02/16/how-to-deal-with-abusive-customers/#comment-46086 Good for business? Her daughter didn't have an ID, so there would not have been any business to begin with. I had another person working with me at that time, and business went on as usual inside. We even did 20% over last year's goal that day. *Manager and corporate getting involved in a routine customer service incident is already not exactly a stunningly great allocation of resources.* Pretty good for a "high and mighty" who's obviously never dealt with crap like this. For your info, I could care less who uses [the f-word] in the store as long as they're not being abusive to or personally attacking other patrons or employees. If she had said, "Well that's pretty [freaking] stupid," in a tone that said "a little disappointed" rather than "raving [witch]" it would've been different. Not that I am obliged to justify my reaction to you. My whole point, since you obviously didn't get it, was not putting up with abusive customers. There comes a point when they throw diplomacy out the window; DM's and Territory Reps tell us this from the beginning. If they are abusive over a policy that stems from the goverment law enforcement over certain health risks, we have a ZERO tolerance stance toward it. But since you didn't know this, I guess all your statement boils down to is an ignorant opinion. Good for business? Her daughter didn’t have an ID, so there would not have been any business to begin with. I had another person working with me at that time, and business went on as usual inside. We even did 20% over last year’s goal that day. *Manager and corporate getting involved in a routine customer service incident is already not exactly a stunningly great allocation of resources.* Pretty good for a “high and mighty” who’s obviously never dealt with crap like this. For your info, I could care less who uses [the f-word] in the store as long as they’re not being abusive to or personally attacking other patrons or employees. If she had said, “Well that’s pretty [freaking] stupid,” in a tone that said “a little disappointed” rather than “raving [witch]” it would’ve been different. Not that I am obliged to justify my reaction to you. My whole point, since you obviously didn’t get it, was not putting up with abusive customers. There comes a point when they throw diplomacy out the window; DM’s and Territory Reps tell us this from the beginning. If they are abusive over a policy that stems from the goverment law enforcement over certain health risks, we have a ZERO tolerance stance toward it.
But since you didn’t know this, I guess all your statement boils down to is an ignorant opinion.

]]> By: Patrick http://kalzumeus.com/2007/02/16/how-to-deal-with-abusive-customers/#comment-46040 Patrick Sat, 30 Jun 2007 16:46:14 +0000 http://microisvjournal.wordpress.com/2007/02/16/how-to-deal-with-abusive-customers/#comment-46040 That may have been cathartic for you, but it accomplished nothing good for the business. It would have been markedly less good had the confrontation escalated into actually arresting her. There would a disruption of business and repeated losses of productive time by many members of your organization, all stemming over a trivial spat about a dirty word. (Manager and corporate getting involved in a routine customer service incident is already not exactly a stunningly great allocation of resources.) That may have been cathartic for you, but it accomplished nothing good for the business. It would have been markedly less good had the confrontation escalated into actually arresting her. There would a disruption of business and repeated losses of productive time by many members of your organization, all stemming over a trivial spat about a dirty word. (Manager and corporate getting involved in a routine customer service incident is already not exactly a stunningly great allocation of resources.)

]]> By: Laura http://kalzumeus.com/2007/02/16/how-to-deal-with-abusive-customers/#comment-46038 Laura Sat, 30 Jun 2007 16:25:13 +0000 http://microisvjournal.wordpress.com/2007/02/16/how-to-deal-with-abusive-customers/#comment-46038 *you can never win an arguement with a customer*.... I beg to differ! I don't know which world you live in, but that's not how it works on planet earth. I am in retail, and we do ear piercing where I work. We also do cartilage piercing, but certain state rules apply when a minor wants this done. They have to have a DPS I.D. card (NOT a driver's license) and anybody of any age can get one of these. BUT they HAVE TO HAVE THIS, even when Mom or Dad are there to sign the paperwork. And I can't tell you how many people have tried to get ugly over this, when they can just take their damn business somewhere else if they don't want to abide by the law. Last week, when I explained this to a woman, she got cocky and said, "You're just getting smart now aren't you?" I said calmly: "If you think so, but I don't make these rules." Then she said, "Well f*ck you too!" I told her she had three seconds to get to the door before I had security help her find it, and told her outside that she would not talk to me or any other sales associates in my store like that, and just because I worked there did not mean I had control over all the legal entities that applied to ear piercing. Furthermore, she was not allowed back in the store, if her shadow crossed the threshold, I would have her arrested immediately. An off-duty police officer happened to be in the store at the time this happened, and told the woman I had every right to press charges against her for her language if I chose to do so. And guess what? Then manager AND corporate office took my side! If she had been upset over something reasonable, that would've been different. No employee has to lay down and take that. And I hate to break it to all you brown-nosers, but some customers DO personally attack you out of spite. And if you don't protect the people that work for you, you're cutting you're own throat. Yes, you need customers and people with legit problems need to be helped every way they can, but when the customer is abusive, you need to think about your employees who are taking the flak. They don't have to put up with it, and if you want to keep your business going, you'll be smart and ensure this. Focus on the majority of people who are good customers (that does NOT mean frequent visitors), instead of the trash that live to make others miserable. *you can never win an arguement with a customer*…. I beg to differ!
I don’t know which world you live in, but that’s not how it works on planet earth.
I am in retail, and we do ear piercing where I work. We also do cartilage piercing, but certain state rules apply when a minor wants this done. They have to have a DPS I.D. card (NOT a driver’s license) and anybody of any age can get one of these. BUT they HAVE TO HAVE THIS, even when Mom or Dad are there to sign the paperwork. And I can’t tell you how many people have tried to get ugly over this, when they can just take their damn business somewhere else if they don’t want to abide by the law.
Last week, when I explained this to a woman, she got cocky and said, “You’re just getting smart now aren’t you?” I said calmly: “If you think so, but I don’t make these rules.” Then she said, “Well f*ck you too!” I told her she had three seconds to get to the door before I had security help her find it, and told her outside that she would not talk to me or any other sales associates in my store like that, and just because I worked there did not mean I had control over all the legal entities that applied to ear piercing. Furthermore, she was not allowed back in the store, if her shadow crossed the threshold, I would have her arrested immediately. An off-duty police officer happened to be in the store at the time this happened, and told the woman I had every right to press charges against her for her language if I chose to do so.
And guess what? Then manager AND corporate office took my side!
If she had been upset over something reasonable, that would’ve been different.
No employee has to lay down and take that. And I hate to break it to all you brown-nosers, but some customers DO personally attack you out of spite.
And if you don’t protect the people that work for you, you’re cutting you’re own throat.
Yes, you need customers and people with legit problems need to be helped every way they can, but when the customer is abusive, you need to think about your employees who are taking the flak. They don’t have to put up with it, and if you want to keep your business going, you’ll be smart and ensure this. Focus on the majority of people who are good customers (that does NOT mean frequent visitors), instead of the trash that live to make others miserable.

]]> By: AnyHosting » Blog Archive » customer focus http://kalzumeus.com/2007/02/16/how-to-deal-with-abusive-customers/#comment-40085 AnyHosting » Blog Archive » customer focus Sat, 26 May 2007 19:29:35 +0000 http://microisvjournal.wordpress.com/2007/02/16/how-to-deal-with-abusive-customers/#comment-40085 [...] and not take it personally. This is absolutely key to running a worthwhile business, in my opinion. There’s nothing to be gained by winning an argument with your customer (that link is a poignant response to this post showing someone taking their customer’s [...] [...] and not take it personally. This is absolutely key to running a worthwhile business, in my opinion. There’s nothing to be gained by winning an argument with your customer (that link is a poignant response to this post showing someone taking their customer’s [...]

]]> By: Best of Feeds - 39 links - humor, google, marketing, howto, seo, tips « //engtech - internet duct tape http://kalzumeus.com/2007/02/16/how-to-deal-with-abusive-customers/#comment-39199 Best of Feeds - 39 links - humor, google, marketing, howto, seo, tips « //engtech - internet duct tape Mon, 21 May 2007 22:58:28 +0000 http://microisvjournal.wordpress.com/2007/02/16/how-to-deal-with-abusive-customers/#comment-39199 [...] [MICROISV] How To Deal With Abusive Customers (microisvjournal.wordpress.com, 5 saves) [...] [...] [MICROISV] How To Deal With Abusive Customers (microisvjournal.wordpress.com, 5 saves) [...]

]]> By: Patrick http://kalzumeus.com/2007/02/16/how-to-deal-with-abusive-customers/#comment-37251 Patrick Wed, 16 May 2007 04:03:33 +0000 http://microisvjournal.wordpress.com/2007/02/16/how-to-deal-with-abusive-customers/#comment-37251 I'm sorry your management is not supportive of good CS practices. Keep your chin up though, even though some people are nasty on the phone many customers are nice. Try to find your own little rays of sunshine and remember them. I had my own favorites -- some nuns from New York, a little six year old who always answered for "His Mommy who is a businesswoman and left me as Man of the House how can I help you", etc. I can't even remember any of the bad apples anymore -- don't put yourself on the phone with them, just send a fiction, a little puppet that dances to your whims and your script but doesn't have feelings to hurt. They're just saying bad words to a puppet. Silly people, the puppet doesn't care. I’m sorry your management is not supportive of good CS practices.

Keep your chin up though, even though some people are nasty on the phone many customers are nice. Try to find your own little rays of sunshine and remember them. I had my own favorites — some nuns from New York, a little six year old who always answered for “His Mommy who is a businesswoman and left me as Man of the House how can I help you”, etc. I can’t even remember any of the bad apples anymore — don’t put yourself on the phone with them, just send a fiction, a little puppet that dances to your whims and your script but doesn’t have feelings to hurt. They’re just saying bad words to a puppet. Silly people, the puppet doesn’t care.

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