After 2 consecutive angry postings on unreasonable customers, i have kind of calmed down. I have spoken to many people regarding this issue. A mind boggling question always resonates in my mind, "How do you counter such a verbally abusive customer!?!!?"
Strategy 1: Usage of "Same to you". The concept of this reply is really crisp and simple. For e.g.
"You.. stupid chinese Dog, give me my transport voucher" (customer)
"Same to you, Sir" (me)
"You are a stupid PA officer. Why your parents give birth to such a stupid son?" (customer)
"Same to you, Sir" (me)
"May your whole family die tomorrow". (customer)
"Same to you, Sir. May it happen faster to you Sir" (me)
Such a simple yet powerful reply.....
Strategy 2: Switching off. When the customer is scolding you, try to look at a focal point e.g. your shoe or a nice scene outside the office and focus on it. While the customer is still berating you, continue looking at that focal point. When you hear silence, then smile to the customer and ask, "Thank you for your feedback. Sir/Mdm"
Strategy 3: To an abusive customer who is scolding you non-stop or going into vulgarities, you can proclaim loudly to him/her:
"I am sorry Sir/Mdm, I am afraid we cannot continue this conversation if you cannot calm down and hear me out." Repeat for 3 times. And if the scolding still continue, leave the customer and ignore him/her."
Strategy 4: Facilitate a transfer of ownership effect. This concept is a little hard to comprehend. Take the case of the same transport voucher incident. Before the fucker handed you his application form, he could scold you as much as he wanted. However, after a period of scolding,you decide to "take" in his application form. The customer would calm down now and on the contrary now fear you because his application form is in your hands now. So when the customer takes his leave, you can simply chop the big "REJECT" stamp on the form without a blink of an eye. If the customer scolded you too fiercely, you could also simply shred the application form because technically, when he returns to dispute the case, you can simply reply, "Sorry Sir, do you have an witness to prove that you handed the form to me?" (Remember to smile innocently)
Strategy 5: Always prepare a digital camera that has video recording capabilities with you. The moment you encounter a verbally abusive customer, take out the camera and ask your colleague to video-cam the whole process. Do not speak a word until the camera is rolling. Ask your colleague to point the camera explicitly at the customer's face when he/she is scolding you. Then calmly proclaim to the customer that, " I welcome all feedback from you Sir/Mdm. Please do continue to verbally abuse me as i will have enough evidence to sue you."
If the customer rushes forward to snatch the camera or smash the camera to the ground, you now have valid reasons to call the Police and you may now file a magistrate's order to sue the fucker for
1) Stealing of personal property
2) vandalism of CC property ( if the camera belong to the CC)
My ending words are: It is never worthwhile to get so worked up such that you end up beating up the fucker.It is not worth it because there are better ways to piss these fuckers. Cheers!!!
Strategy 1: Usage of "Same to you". The concept of this reply is really crisp and simple. For e.g.
"You.. stupid chinese Dog, give me my transport voucher" (customer)
"Same to you, Sir" (me)
"You are a stupid PA officer. Why your parents give birth to such a stupid son?" (customer)
"Same to you, Sir" (me)
"May your whole family die tomorrow". (customer)
"Same to you, Sir. May it happen faster to you Sir" (me)
Such a simple yet powerful reply.....
Strategy 2: Switching off. When the customer is scolding you, try to look at a focal point e.g. your shoe or a nice scene outside the office and focus on it. While the customer is still berating you, continue looking at that focal point. When you hear silence, then smile to the customer and ask, "Thank you for your feedback. Sir/Mdm"
Strategy 3: To an abusive customer who is scolding you non-stop or going into vulgarities, you can proclaim loudly to him/her:
"I am sorry Sir/Mdm, I am afraid we cannot continue this conversation if you cannot calm down and hear me out." Repeat for 3 times. And if the scolding still continue, leave the customer and ignore him/her."
Strategy 4: Facilitate a transfer of ownership effect. This concept is a little hard to comprehend. Take the case of the same transport voucher incident. Before the fucker handed you his application form, he could scold you as much as he wanted. However, after a period of scolding,you decide to "take" in his application form. The customer would calm down now and on the contrary now fear you because his application form is in your hands now. So when the customer takes his leave, you can simply chop the big "REJECT" stamp on the form without a blink of an eye. If the customer scolded you too fiercely, you could also simply shred the application form because technically, when he returns to dispute the case, you can simply reply, "Sorry Sir, do you have an witness to prove that you handed the form to me?" (Remember to smile innocently)
Strategy 5: Always prepare a digital camera that has video recording capabilities with you. The moment you encounter a verbally abusive customer, take out the camera and ask your colleague to video-cam the whole process. Do not speak a word until the camera is rolling. Ask your colleague to point the camera explicitly at the customer's face when he/she is scolding you. Then calmly proclaim to the customer that, " I welcome all feedback from you Sir/Mdm. Please do continue to verbally abuse me as i will have enough evidence to sue you."
If the customer rushes forward to snatch the camera or smash the camera to the ground, you now have valid reasons to call the Police and you may now file a magistrate's order to sue the fucker for
1) Stealing of personal property
2) vandalism of CC property ( if the camera belong to the CC)
My ending words are: It is never worthwhile to get so worked up such that you end up beating up the fucker.It is not worth it because there are better ways to piss these fuckers. Cheers!!!
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