Comments on: Top 10 things you should NEVER say to a customer

By: Jas

Jas — Fri, 20 Jan 2012 16:40:44 +0000

Never say “is that all?” it angers me to no end!

By: Stephen Hendren - presentation skills trainer

Stephen Hendren - presentation skills trainer — Mon, 16 Aug 2010 12:42:44 +0000

With reference to your customer objecting to the typing i use to have similar problems when i dealt with customer complaints. I got round it by asking EVERY customer who complained if it was ok if i took notes while they spoke to be sure i got all the details correct. That way you have their tacit permission and have given a subtle reassurance that you will be paying attention. It sounds to me like your first customer was simply looking for things to complain about but could not have done so if you first gain her permission to get notes. If the person isn’t calmed by your assured attention and continues to be personally abusive then it is perfectly acceptable to point out that their behaviour is preventing you from helping them effectively. In extreme cases (which i have only had to deal with once) i have refused to deal with a customer who was being threatening and abusive until they moderated their behaviour. Everybody has a right to be treated reasonably and fairly, even when they have mad a mistake.

By: Don

Don — Tue, 11 May 2010 17:25:14 +0000

I have a question in regard to point #1. What is your suggestion when a customer, either in-store or by phone, is being belligerent and profane? Sometimes the customer wants something we cannot provide, but in some cases, they are upset about something… unusual.
For example, I received a call once where a customer was complaining about a product, and I was typing in notes while she gave me details. She asked if I was typing, and I replied that I was so that I would have her feedback on record, and she literally began screaming, saying that I should do nothing but sit and listen. Her voice was so loud that people 3 cubicles away could hear her through my headset.
Another example would be a customer in a store who wants to return a damaged, worn, well-used piece of merchandise, and when we politely refuse the return, they become angry and disruptive in the store. We have even had occasions where they have threatened associates and/or disturbed other customers.
Do you feel that it is inappropriate to politely remind them that this is a place of business, and ask them to please conduct themselves accordingly?

By: Kevin Stirtz

Kevin Stirtz — Wed, 24 Mar 2010 14:09:27 +0000

Hi Kathy – I’m not a big fan of scripts. But your idea has merit in that people can (and should) be trained in various situations. Most customer complaints and many awkward situations are repeats so a company could develop a list of them based on frequency of occurrence. Then work with staff on how they might respond. Not a script but a personal and considered response that helps the customer.

Thanks for sharing your thoughts Kathy!

By: Kevin Stirtz

Kevin Stirtz — Wed, 24 Mar 2010 13:05:54 +0000

Absolutely agreed Glenn – If the employee passes the buck the customer is more likely to believe they (and the company) really don’t care about help them.

Thanks for sharing your thoughts!

By: Glenn

Glenn — Wed, 24 Mar 2010 02:05:55 +0000

Kevin,

Another, I think more common variation of number 2 is, “Well, you need to call….”

No, the employee needs to own the complaint and the company must empower him or her to do so.

Great poost.

Glenn

By: Kathy Clark

Kathy Clark — Wed, 24 Mar 2010 01:15:26 +0000

Great points! It’s amazing how we can often lose sight of who pays the bills and why taking care of the customer is so critical. A key to training should not only be what not to say to customers but a well thought out scripted response to those awkward questions or complaints from customers. Good article!