We all know the people who yell first and think later. Tell them they can’t get what they want or are not entitled to it and the obscenities fly and the threat come out like a tsunami!
I once had a person write me a letter telling me that they were going to complain to the following people and then proceeded to list roughly 50-75 people including the President of the United States because we would not honor a completely bogus warranty claim on their product. The claim was so outrageous and the demands so excessive it was obvious this person was just looking for trouble.
Yet he started off by yelling and screaming and threatening. It is amazing how many people think this actually gets results!
You see, the vast majority of people are not intimidated by over the top threats and abuse. Rather they are turned off and often angered by this approach. So much so that they dig in their heels and refuse to budge even when the customer calms down. Most often the customer will walk away with little or nothing because of this type of approach.
You see, there is a difference between complaining and abusing and a lot of people cross that line. Most effective is the approach where you voice your displeasure and try to work out a compromise situation and making rational and appropriate demands. When you start right off the bat with outrageous demands or abusive threats, the lines of communication get closed off real quick!
When you find yourself in such a situation, you need to get the customer calmed down to the point where you can actually communicate with each other. If th4e customer will not allow that to happen then sometimes it is appropriate to just shut everything down until the customer calms down. Making statements such as “This type of treatment or language really does not want to make me help you so why don’t we all calm down and try to work this out?” might make things go a little more smoothly.
Sometimes, however, this type of statement just gets people madder because they feel they should get what they want just because they want it. That is not reality, however, and we should not give in to outrageous demands just because someone tries to bully us into doing so.
The Customer Service Training Institute
http://www.infowhse.com
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