IRRATIONAL CUSTOMERS
HOW TO TRAIN YOUR EMPLOYEES TO DEAL WITH IRRATIONAL CUSTOMER RAGE
BY : JOHN DIJULIUS
I
It appears that customer rage is at an all-time high . There is an increasing number of stories of customers becoming unruly , disrespectful , displaying both verbal and physical abuse in certain industries such as airlines , hotels , and restaurants . First off , I want to be clear , ANY type of abuse towards employees is totally unacceptable and should be met with the firing of that customer . Hopefully , we are talking about the small minority of customer scenarios in most cases .
EXPECT CUSTOMERS TO OVERREACT
As a result of the increase in anxiety , uncertainty , and business rules , it should be expected that most customers are on edge and more easily annoyed . Therefore , we need to train our employees on the following :
1 . How it is rationale for customers to be irrational
2 . How to avoid customers becoming upset
3 . How to diffuse and de-escalate when customers become upset
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