National Customer Service Week Day 5! (2023)
How do you handle the customer who is over-talking you, verbally attacking, or insulting you? That's coming up in my final National Customer Service Week 2023 session.
When your customer refuses to listen, verbally attacks you, or demands your supervisor, they try to control or influence you, hoping to get you to do what they want.
Your focus is to keep your customer from controlling you, not reacting the way your customer wants, and instead supporting the customer within your policy and empowerment terms.
Your customer controls you if you get angry, defensive, or thrown off balance! I want you to be in control. You do that by sending the message that "Your tactics will not work with me."
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