Customer too aggressive? Here are three ways to deal with the worst of them.
Some customers call already upset. Others can turn any conversation into a hostile situation. Try these techniques to handle it:
- Call the customer slowly by his or her first name when a conversation takes a hostile turn. That draws his or her attention to you, and you can explain how the conversation should go forward. Example: “Ted, you continually interrupt me. Please let me finish my ideas before we discuss it further.”
- Lower your voice. The contrast to his or her rants and raves should slow down the pace and volume so you can discuss the situation calmly.
- Lay it on the line. If a customer becomes abusive or scares you in any way, end the conversation like this: “Mr. Regents, your language (or tone) is not appropriate for a professional conversation. I’m going to hang up now and we can talk when you feel calmer.”
