What to say to the yelling or cursing customer
“I’m trying to help you, but if you continue to yell and swear, I am going to ask that you call back another time. It’s up to you…which would you prefer?”
“I’m sorry. It isn’t possible to help while listening to that language. If it stops, I can help.”
“If a few minutes helps you calm down before we continue, that would be okay. You can certainly call me back.”
“I want to help you, yet the language is getting in the way.”
Note: Your tone is critically important with the above statements. You must come across calm, neutral, and non-threatening.
If you liked this tip, you might also like our customer service eLearning, which is loaded with phrases, approaches, and templates for how to handle challenging customers.
I just got an email complaint from a customer who attended my Before You Hit Send webinar. The webinar discusses why so many companies blow it with customer email and how my viewers can do better. A big section of the program is “7 Grammar Gaffes that Make You Look Dumb.” My “complainant” said that everything I taught in the webinar, she learned before she was 8 years old. Funny, as the first sentence of her email had the #1 grammar gaffe that we discussed….typing “YOUR” when you really mean “You’re.” Perhaps she didn’t pay enough attention in grammar school.
Being the professional that I am, I immediately replied to the customer’s email with an apology. “I’m sorry my webinar didn’t meet your expectations…” But what I really wanted to convey was how to avoid the very common YOUR vs. You’re grammar gaffe. I didn’t have the heart to school the customer via email, but I do want to help protect you from this grammar gaffe that really does make people and their companies look dumb – to be frank.
All it takes to avoid the “Your vs You’re” error is to take a second and think about what you’re trying to say.
“Your” is a possessive pronoun, as in “your car” or “your blog.”
“You’re” is a contraction for “you are,” as in “you’re going to be so much more effective at writing emails because you attended this webinar.
I hope this helps someone. Maybe my complainant will find this post and learn a little something that she didn’t learn before she turned 8 years old. 🙂
Before You Hit Send: How to Write Business-Friendly Emails That Create Emotional Connections and Leave Customers Saying WOW!
Every email your employees send out has your company’s brand in the signature line and it puts your corporate reputation on the line. A great email can completely restore customer confidence in your brand and regain goodwill. But, at the fingertips of a disgruntled customer, your emails can be plastered all over the Internet by way of a powerful blog. In Before You Hit Send, Myra shows your people, step by step, how to craft customized, friendly emails that answer customers’ questions and leave customers with a WOW reaction. View full course outline
If you make customers unhappy in the physical world, they might each tell 6 friends.
If you make customers unhappy on the Internet, they can each tell 6,000 friends.
JEFF BEZOS, President, Amazon.com
Just for fun I’m posting this skit on Visa customer service. Get your laugh on!