Why Customers and Clients Lash out; How to deal with Verbal abuse in Business
I was two weeks into my new position as a customer service operator and already had this nagging fear of losing my job. It was a famous eCommerce store, we were busy, phone lines, social media channels and physical queues were long, customers were pouring in, and along with their impatience.
A particular client had walked in with an already irritated look on her face and asking that everyone in the store attended to her, I in particular. Still being an employee in training, I’d referred her to a more experienced hand. But of course, she felt insulted, and pulled the power move- threatened my job. “I should report you to your boss, you’re rude and incompetent, and then you will know how important I am.”
I remember struggling to maintain a calm composure and attending to her needs, which only further infuriated her and earned me more insults. i was worried. Her threats seemed very real especially as I wondered who she really was, everyone feeling bullied.
That incident and subsequent ones made me feel less confident, nervous and anxious while attending to clients. But on a brighter side, it helped me develop a confident stance, made me more sensitive and mentally alert to such abusive customers and to resolve issues without waiting for them to escalate.
Why customers and clients lash out?
Verbal abuse happens in business because a power dynamic exists, with the clients assuming a form of leverage or power over the business in some form. This cliché, “a customer is always right” somehow serves as an excuse to some customers’ rude behaviors to their service providers.
You’ll often hear the line,
“If you don’t like the way I’m speaking to you, then I’ll take my business elsewhere.”
“Oh, you don’t like the way I’m speaking to you, wait until I trash your business on social media.”
“I know my money is needed for your business to keep moving.”
Customers know they can hurt your business by their reviews and some leverage on this fact to bully you into breaking rules to meet their needs.
How do you then deal with Verbal abuse in Business?
1. Smother their fury.
Empathize and act with a matter of urgency, acknowledging the problem. By recognizing the problem, staying on top of it, you can prevent a problem from escalating out of control. Saying “I’m sorry” works a lot of wonders.
2. Draw your boundaries and stick to them
Know your breaking point. If an abuse begins to cross that line, be confident enough to put an end to it.
3. Resolve to remain calm above all else
A stern but respectful approach works best. Speak in a calm, soft voice. Most of the time, the other person will apologize, and you will both move on.
4. Deal with the one percent
Responding to insults in a stern and respectful manner can solve a handful of these situations. In those rare instances when someone responds with a threat, decide to back down and take their abuse to save your job or keep your abuser as a paying client.
It is important above all to set clear boundaries with your clients and insist on a relationship with mutual respect. It is your sole decision to continue dealing with an abusive client or deciding to let them go for the sake of the emotional well-being of yourself and your business.
Cecilia Abegunde
Digital Support @ Termii
Termii helps businesses stay profitable by driving customer loyalty across multiple marketing channels.
Need help with enhancing customer engagement and retention? Visit termii.com or send me an email via cecilia@termii.com
