From the course: Working with Upset Customers
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Drawing the line at abusive behavior
From the course: Working with Upset Customers
Drawing the line at abusive behavior
You have to put up with a lot as a customer service professional. Customers can be needy or demanding. People take their frustration out on you, and it doesn't always seem fair. Yet it's still your job to help them feel better. There's one situation where this does not apply. That's when an upset customer crosses the line and becomes abusive. This video will show you how to decide when a customer has crossed that line and what you can do about it. Here are a few examples of abusive customer behavior. Yelling, profanity, using intimidating or threatening language, displaying intimidating or threatening body language, or any unwanted physical contact or violence. The normal rules of customer service no longer apply when a customer crosses the line. Nobody should have to tolerate inappropriate, abusive behavior. Now, this line can be in a different place, depending on the job you do. A social worker might encounter clients in distress, and it's their job to work with people behaving in…
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