Date post: | 19-Aug-2015 |
Category: |
Environment |
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Investigator – Principal Financial Group
DMPD – Lieutenant Retired, 22 years
A.L.I.C.E – Instructor –Alert, Lockdown, Inform, Counter, Evacuate.
Active Shooter Instructor
Jeff Aldrich
How To Deal With Threatening Customers
WHY DO WE CARE?WHAT’S IN IT FOR ME?
IS THE CUSTOMER ALWAYS RIGHT?WHEN IS THE CUSTOMER NO LONGER THE CUSTOMER?
People are not mad at you personally.
They are mad at the company.
So guess what?
It’s NOT About You
You’re in business to serve your customers
You will encounter rude or angry individuals
YOUR RESPONSE Means Customers:◦ Leave feeling satisfied with the resolution ◦ Vow never to patronize your business again
Disappointment = Unmet Expectation
1. Remain Calm2. Don’t Take It Personal3. Use Your Best Listening Skills4. Actively Sympathize5. Apologize Gracefully6. Find A Solution7. Take A Time Out
7 Steps to Dealing with Threatening Customers
Once Situation Is Understood Find a Solution Ask For Customer Solution Offer a Solution Yourself
It’s Really All They Want
Find a Solution
Threats◦ Verbal◦ Physical
Intimidation Display of Weapons Feel that your personal
safety/space is being threatened
When Does the Customer Quit Being the Customer & Become the Threat
Belittles, demands, threatens to get physical, throws tantrums or spews profanities
Only reach their true offensive potential when service providers act as enablers
The “Threatening Customer”…
YOUR RESPONSE: Rage, cuss and go ballistic all you want. I am not intimidated nor will I join in the escalation.
They threaten you verbally or physically May push or shove Rage spins out of control in face-to-face
situations
Sometimes it Escalates
Most customers will comply with your requests to “please stop this behavior and I’ll help you, continue and I won’t.”
Explain they are making you feel uncomfortable
Use “I” When You Speak Call the police/alert number/
or use code word Remove yourself from the situation Do not confront/Debate
Let Them Know
Demonstrates calm Gives you the upper hand Takes wind out of their sails
Your Response…
Other Responses Include:• Have I personally done something to upset you?
I’d like to help. Please give me a chance.
This draws the customer attention back to the problem, not to you.
It’s imperative you follow through Give them a moment to realize you’re dead
serious. Use “I” statements Ask them to stop the behavior (yelling,
pushing, swearing) and tell them it’s not acceptable
And if They Still Don’t Calm Down
Weapons (of any kind) Disengage Call Police/Use Code Word/Yell Lockdown Monitor/Observe
SCENARIO 1: Holy Cow!
Current Policy = Is Your Friend Customer Defense
◦ How am I suppose to know?◦ What sign?
Enforcement:◦ Cameras are your friend◦ Policy◦ Responsibility
SCENARIO 2: Oops Dude, You Need to Tie That Down
LOOKS LIKE: Aggressive words, physical contact, intimidation, threats
OPTIONS Disengage – Call 911, Radio Let them know you are doing this Description – Vehicle, Person, License Plate Observe – Use Cameras, Camera Footage Document Report, even if they leave
SCENARIO 3: Customer Fighting (drop-off areas or at scale)
Stop Taking Checks◦ Debit, Credit or Cash◦ Advise of policy (provide a copy to customer)◦ Stay Calm, Use “I” Statements
SCENARIO 4: Bad Credit (Your Money is No Good Here)