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Bullying and Verbal Abuse From and To Customers

You may not know that bullying and verbal abuse from customers comes from two "places". First, customers will sometimes lapse into more childish behavior because they are emotionally upset, and when that happens people revert to more childlike aggressive behavior. Second, bullying and verbal abuse are used by some customers to get something to which they are not entitled. A smokescreen, if you will, for illegal or fraudulent actions. In both cases, there are methods and techniques customer service reps can use to a) defusine the anger, or b) send the message that the verbal abuse is NOT going to help the person get his or her own way.

There's more. The first reason for verbal attacks applies to you too. When YOU get angry, you will tend to become more aggressive and less composed, and you may slip into ways of dealing with the problem that are more bully-like. The result is never good.

The more you understand verbal abuse, the more you will be able to prevent being bullied by customers, and avoid using the same tactics in return.

In this section you'll find information about using words as weapons, and the bullying process.

We have two books that can help you, If It Wasn't For The Customers, I'd Really Like This Job, and Defusing Hostile Customers Workbook. Both will teach you the skills and knowledge you need to defuse anger, verbal abuse and bullying and recognize and take constructive action with customers who are trying to put on over on you.

For more on understanding the anger of customers, check out our our free interactive seminar on dealing with difficult customers.

Bullying, Verbal Abuse and Customer Service

Anger : A Natural Reaction : LOVE IS NO GUARANTEE! WHAT YOU NEED TO KNOW BEFORE YOU FALL IN LOVE - by Peter Hector
Anger is a form of communication, which tells your partner your perception of what has happened or what was said. It is a normal and spontaneous reaction. But some of us choose to withhold our expression of anger, perhaps in an attempt to maintain peace and tranquility in our relationships. According to Dr. Constance McKenzie M.ED., MA, the more we withhold feelings instead of letting them out, the more likely we are to have an angry outburst as the pressure builds inside. (Added: 6-May-2003 Hits: 847 )

Workplace Bullying: How to recognise and deal with bullying in the workplace - by Lyndsay Swinton
Bullying does not stop at the school gates. Workplace bullying is said to cost the UK anything from £2bn to £4bn a year in sick leave, law suits, lost productivity and replacing staff who have left after being bullied. What can you do if you are being bullied at work, or use bullying tactics yourself to get the job done? This workplace bullying article will help you recognise and deal with bullying at work. (Added: 1-Dec-2009 Hits: 637 )

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