Seven Steps to Protect Your Employees From Customer Verbal Abuse

The old saying is that the customer is always right, and most of the time , this is true - except when it comes to verbally abusive ones. Neither you nor any of your employees should have to deal with an abusive customer: it's bad for everyone, not just for business. You can protect yourself from this kind of unpleasantness, however , by implementing these seven steps:

  1. Exceptional Customer Service

    Though it may seem like a given, the key to preventing unhappy or abusive customers is committing your business to giving exceptional customer service all the time. No matter what products you sell or services you offer, customers need to know that they're your number one priority. This sort of trusting relationship can take time to build up, and can only be accomplished with a staff dedicated to giving exceptional service - but it goes a long way towards preventing the kinds of problems that cause customers to become abusive.
  2. State Your Policies Up Front

    Make sure that any policies are stated up front by staff and are posted clearly where the customer can easily read them. Return policies, for example, are a common source of dispute for many retailers. Clearly explaining and posting your policies leaves little room for customers to argue in the event of a problem.
  3. Open and Clear Communication

    Not only between you and the customer, but also between you and your staff, good communication can go a long way towards preventing abusive customers. Listening to customer concerns and complaints is only half the battle - these problems need to be explained to all your employees, to make sure everyone is on the same page. Good communication is the key to preventing verbally abusive situations .
  4. Competent Management Staff

    Depending on the nature of your business, the amount of manager present at any given time may vary. But you have to make sure that staffing and budget constraints don't leave you without managerial staff on hand at any time. Employees need a place to turn if there is a problem, and abusive customers need to know there is a manager on duty to take care of their dispute.
  5. Negotiation Skills

    Keep in mind that you need to brief employees on just how to deal with abusive customers. Teaching them basic negotiation skills will make them feel more confident in the event of a dispute, and will help keep the problem from escalating. Like good communication , negotiation is as much about talking as it is about listening, and it takes a cool, calm head to get through the dispute smoothly.
  6. Better Training for Employees

    More important than anything else you can do to prevent abusive customers is getting better training for your employees. Make sure they're aware of all policies and regulations, and know how to communicate these clearly to the customer. Running scenarios and role - playing are often very helpful in teaching employees the most effective ways to deal with potential problems.
  7. Consistency

    In both policy and action, you as a business owner to be consistent. If you refund one customer's purchase without a receipt, be prepared to do it again for another- or face a possible confrontation. In the event of a dispute, your actions should reflect the policies that your employees outline to your customers, and be consistent with your company's commitment to service.

Verbally abusive customers are something most retailers and merchants would rather not think about - but they are a self-created problem that can be prevented simply by making some changes to the way you do business.


Copyright © 2007 by Robert Moment. All rights reserved. You may forward this article in its entirety to anyone you wish.