185: (Tip) When Customers Cross The Line

Adam shares some of the best ways you and your employees can stand up for yourselves when customers cross the line into unacceptable behavior. Customers’ needs come first, until they cross the line... Customers may say some unpleasant things when they’re not happy, but what happens when they cross the line? Whether their behavior makes employees fearful or just extremely uncomfortable, it’s never OK to let customers get away with it. Are your frontline teams prepared? You need happy employees who consistently deliver excellent customer service, and part of that is knowing you have their backs when they’re in peril. Whether it’s a customer who is getting too friendly, grossly inappropriate, or downright abusive, Adam has some tips you can use today (but hopefully you won’t have to!) Don't be caught off guard when customers cross the line into different kinds of harmful behavior. Listen in! Related Content 360Connext® post, What’s Your Culture Code? Customers That Stick® post, 5 Ways to Handle Unreasonable Customers Episode 173: (Tip) Resolving Customer Service Issues Episode 137: Culture and Customer Service Sponsor message: Give your team the customer service training they deserve Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com, that is customerheroworkshop.com. Take care of yourself and take care of your customers.