When a Customer Won’t Stop Talking and Is Getting Abusive on the Phone #2
Robert Bacal
THE SITUATION
In Item 17 you saw how setting limits can encourage a customer to stop negative behavior. What happens if it doesn’t work? In this example, we’ll illustrate how to complete the limit-setting and limit-enforcing process. We extend the dialogue from the previous item.
TECHNIQUES USED
■ Empathy Statements (1)
■ Set Limits (2)
■ Offer Choices/Empowering (3)
DIALOGUE
In this dialogue, the employee informs a customer of some behavior limits and the customer immediately steps past those limits.
Customer: What are you, a [blanking] idiot? I’m fed up with you people, and I’m fed up with you.You don’t seem to know your [blank] from a hole in the ground.
Employee: Sir, I understand you’re upset (1), but if you continue to yell and swear, I’ll have to end the conversation (2). It’s up to you whether you would like to continue (3).
Customer: I’d like you to get my damned check. Is that too much to ask, you stupid [bleep]?
Employee: I’m going to end this call.You are welcome to call back at some other time (2).
Customer: [Continues to swear.]
Employee: [Gently hangs up the phone.]
EXPLANATIONS
This dialogue is identical to the one in Item 17 until the point where the customer ignores the limits and continues to swear and yell. The employee realizes that the customer is unlikely to become less obnoxious right now. She can do little to help the customer until he stops the offending behavior and she’s no longer a human pincushion. Having decided to end the call, she indicates her intention (2) and then says, “You are welcome to call back.” She adds the latter invitation because she doesn’t want to refuse service to the customer or be accused of hanging up.
It’s generally not acceptable to hang up without a word. Hanging up without notice is more likely to encourage the customer to call back, even angrier than before.
You can use the enforcing limits technique in a delayed fashion. Sometimes a customer agrees to abide by the limits you set, behaves well for a minute or two, and then loses his or her temper and escalates into bad behavior. In that situation, you can repeat (“Broken Record”) the limit or begin the process of termination.
HINTS
Don’t view hanging up or enforcing limits as punishment. You aren’t getting back at the customer or getting even. All you’re doing is trying to get control of the situation and encourage the person to stop the bad behavior so you can help.
Again, use a calm, matter-of-fact tone of voice.
Make sure you understand your organization’s policy about ending unpleasant customer interactions. Companies 94 vary in terms of what they want employees to do in these situations.
Once you set a limit and indicate you’re enforcing it (ending the conversation), the only thing that should keep you on the phone is a sincere, almost desperate apology. Ignore any grudging apologies and continue to end the conversation.
Don’t set limits you aren’t prepared and able to enforce. If you do, you lose all control and credibility.
Don’t set limits and decide not to enforce them when required. Same reason as above.
See Also: 14. When a Customer Won’t Stop Talking on the Phone, 17. When a Customer Won’t Stop Talking and Is Getting Abusive on the Phone #1