National Customer Service Week Day 5!

Welcome to the final day of National Customer Service Week, where our theme is, “Balanced Minds, Bright Service!” 

Dealing with demanding or unreasonable customers is a significant source of stress. In this video, I’ll show you how to set boundaries with difficult customers and protect your peace - all while being professional.

The Problem:

Challenging customers are emotionally exhausting. You’re expected to maintain a calm and professional demeanor, even when faced with hostility, which can be mentally draining over time.

Pressure to resolve quickly. There's often pressure to resolve conflicts quickly and satisfactorily, which can be challenging when dealing with particularly demanding or unreasonable customers. This pressure can lead to increased anxiety and stress levels.

Fear of negative consequences. Difficult customer interactions may lead to complaints, negative reviews, or escalations to management. This can create a fear of job security or professional repercussions, adding another layer of stress to these situations.

So, yes, it’s stressful. 

You need to set boundaries and protect your peace, and do this in a way that is professional.

Dealing with difficult customers who use profanity, overtalk you, or make racist remarks requires clear and assertive communication. I've got 20 professional phrases that I share in my de-escalation workshops to help you set boundaries effectively.

Here are 20 Phrases to Help You Set Boundaries with Customers.

1. "I must insist on respectful communication during our interaction."
2. "I cannot continue this conversation if disrespectful language is used."
3. "I'm dedicated to helping, but I require respectful dialogue."
4. "Let's focus on resolving the issue without using offensive language."
5. "I'm committed to assisting you, but I won't tolerate disrespectful behavior."
6. "I understand your frustration, but I cannot engage when offensive remarks are made."
7. "I'm here to help, but I cannot accept discriminatory language."
8. "I must ask that we communicate professionally and respectfully."
9. "I value your input, but I need you to communicate without using offensive words."
10. "I take all customer concerns seriously, but I require respectful interaction."
11. "I'm dedicated to finding a solution, but I cannot tolerate disrespectful conduct."
12. "Let's work together to address the issue respectfully and professionally."
13. "I'm committed to assisting you, provided our communication remains respectful."
14. "I understand your frustration, but I cannot tolerate derogatory language."
15. "I'm here to help, but I need you to communicate respectfully for us to proceed."
16. "I'm committed to resolving this, but I cannot engage in disrespectful dialogue."
17. "I cannot continue this conversation if offensive language is used."
18. "I'm dedicated to assisting but require respectful communication."
19. "I value your business but insist on respectful and professional interaction."
20. "I'm here to help but cannot engage with discriminatory language or behavior."

Grab my cheat sheet with each of these phrases.

Use these phrases to set boundaries - and come up with your own phrases. You can be professional AND set boundaries to protect your peace.

Thank you for choosing to spend National Customer Service Week with me. I wish you balance and bright and beautiful days!