Dealing with Angry Customers - Abusive Language

What can you do when a customer threatens you or your company, or spouts obscenities in your direction?

This video is part of the Dealing With Difficult Customers training module by Canity.

00:00 – Intro
00:10 – Interrupt the customer.
00:20 – Ensure they confirm they understand.
00:40 – Terminate the conversation.
00:50 – Outro

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[JaneSaidWhy]

This is a huge issue in a post covid world where everyone takes their frustration out on the company employee they call. It is astonishing how many of my fellow employees say they stress eat and have panic attacks from the abuse. I'm considering medication to deal with it. Imagine that. And corporations are doing nothing to stem the abuse.

[Luinnycorp]

You do that and get in trouble since the customer is always right they will report you and even suspended you for any little thing, customer service is not easy

[brabochoke]

I got yelled today for something thats not even my fault lol

[PaulBroekemeier]

In the US, customers get violent when you try to calmly handle it, so usually that's when the f around and find out policy comes into play and they get removed from the store or sent to the ER. Had a guy at my work start hitting on people's cars and threatening to assault them because he couldn't back out of his parking space due to the drive-through line.

[TheFoxBoyo]

Oh I wish we could say that. Where I'm workin' at the moment makes me speak to people from all over the country, and the worst part is that we CAN'T say anything to them! Because they record the whole conversation all the time and will screw you up for the littlest things. Not to mention, our bosses are jerk.

[jonathanlau]

It not your script is useful or not. It how a company view their staff. In most company, they wont allow us to hang up or walk away

[SRlEN]

I work at ross, so our registers are fast pace and customers don't really understand how our CPR works...
A few nights ago a lady yelled at me "I'm still paying you" And i had to tell her, "I understand your frustration, but we are fast pace, i have to help the other customer to keep the line moving" So she ends the conversation by throwing her change at me... (In return i threw away her receipt which i shouldnt have..)

[emma-leefortune]

Great script, but after you warn them the first time they continue to be disrespectful without swearing

[Filipe]

Easier said than done, some are stupid to the core and think they're slave owners or something

[le]

I had a lady last night who started yelling at a coworker about a pool table que deposit, in front of customers, after informing and having door staff escort her out, I felt like I should've done more, I really should've asked her if she thought it was okay to belittle someone who doesn't get paid enough, in front of all the people they're serving

[aline.p]

I work in Admissions for a university. We are usually abused when we get applicants cheating the admissions test… 😂😂😂😂😂 I honestly don’t know how to handle these people 😂😂😂😂😂

[bluephoenix]

I just had an anger customer today because I was just asking him. What shrimp did he want and he got mad and stormed off I don’t understand why customer thinks that they’re entitle that they can treat us badly

[drakecarter]

This would never work in the US. The customer will get even more mad and possibly attack.

[erickimura]

This really happens 2 out of 10 in my sup call. 🤷‍♀️🤷‍♀️🤷‍♀️ three hit is a rule. Then bye.