Customer Service Reps Should Use Restraint, not Retaliation!

An irate customer’s behavior is unpleasant, but if you feel the temptation to retaliate, don’t. This will only escalate a situation. Behave like a world-class customer service professional. Speaking in a calm consistent tone will help the customer adjust to your behavior.  What happens when you retaliate?

If you retaliate, one of two things will happen. The customer may counterattack more severely and the situation will escalate out of control. Or, you will damage the customer’s self-esteem and force him to submit for the short term, but lose the customer for the long term when next time he purchases some place else. As in everything else in life, the golden rule applies to customer service; treat others the way you wish to be treated.  Be a world-class customer service professional!


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