Aggressive customers can be a nightmare. This article is not about customers who are assertive about their rights, but describes how to deal with customers who like to threaten, shout, disturb other customers' comfort, and make unreasonable requests. Such customers can be physically aggressive by hitting employees or damaging property. If you work in the service sector, it's a good idea to learn how to deal with aggressive customers.
Step
Part 1 of 2: Relieve Tension
Step 1. Be calm
Do not let your emotions be provoked when dealing with aggressive customers because a heated situation can turn into anger. However, as an employee, you can't simply avoid this situation, but have to deal with the customer while maintaining an attitude.
- The most important thing you should avoid is speaking out loud.
- Don't speak in a sarcastic tone, especially to aggressive customers.
- Speak in a soothing voice and try to hide your annoyance.
Step 2. Take control of your body language
Nonverbal signals of aggression and anger are easy to read through a person's body language, but be wary of the messages you send customers through body language. Lowering the volume alone is not enough. You must also be able to calm the emotions of customers with communication skills. Some nonverbal signals that need to be controlled and avoided, for example:
- Walk back and forth
- Hitting the table or stomping on the floor
- Clenching fist
- Tighten your jaw
- Rolling eyeballs
- Frowning eyebrows
- Staring at customers while being dismissive
- Cross your arms in front of your chest or on your hips
Step 3. Maintain physical distance so as not to encroach on his personal space
Even if someone is calm, you could be seen as aggressive or a nuisance to others if you violate the boundaries of their personal space. Someone who is angry needs more personal space. So, give more personal space to aggressive customers. If you don't, he may think that you want to strike back or ignore him because he can't understand his annoyance.
To be on the safe side, stand behind a counter or other barrier to maintain a physical distance between you and this customer
Step 4. Listen to the complaint
While aggressive customer anger can be irrational at times, there may be truth in his words. By letting the customer complain, you're giving him the opportunity to express disappointment, which hopefully will ease the problem so the situation doesn't get any worse. What's more, as an employee, you can show concern for customers so that it brings good things to yourself.
- Never interrupt when he is talking, even in response to what he is saying.
- Even if his attitude is unreasonable, let him continue talking.
- Use positive nonverbal cues during communication to show that you are actively listening and are willing to interact with them, for example by making eye contact (but don't stare at them), nodding your head occasionally, and being concerned about the customer's interests through facial expressions at the right moments.
Step 5. Ask questions so you can understand the real problem
In order for the customer to calm down, you must first understand why he is angry. If the customer is so angry that you don't get information to find out and solve the problem, wait until there is a pause and then ask directed questions so you can understand what's going on. Again, don't interrupt, wait until there is a chance to speak. Some questions you can ask, for example:
- “Is this the first problem you've had with our company? Can you explain why you are disappointed so I know how to instruct our staff how to improve service so as to increase customer satisfaction?”
- “Please tell me from the start what you experienced. What did our employees do to make you feel disappointed?”
- “Are you disappointed because of one particular incident or several small problems that have piled up? Should we make a big change or some minor adjustments?”
- “Which employee (any) disappointed you at the moment? Are there specific employees or our entire staff that need to improve their attitudes and work performance?”
- If other employees are involved, carefully consider whether the customer will calm down if you involve this employee in the conversation.
Step 6. Try to find a solution
Ask the customer what you need to do to make him feel better. Fulfill the request as long as it is reasonable and you can afford it. However, aggressive customers may sometimes make unreasonable demands or ask you to do something outside of your authority.
- Find a middle ground. Explain that you can fulfill his request as long as you are in charge, but that you will be penalized for violating it. Instead, offer what you can give within the authority you have.
- Contact your manager. If this customer asks you to do things you are not authorized to do, ask your manager or supervisor if you can do it.
Part 2 of 2: Rejecting Customers
Step 1. Reject unpleasant behavior
If the situation gets out of control so that it threatens your safety or interferes with the comfort of other customers, tell this grumpy customer that you will ask him to leave if you can't control yourself. Everyone can misbehave at some point, so give him a chance so he can behave. Remain respectful and calm, don't be loud or point your finger at him. Tell him what you will do if he doesn't want to change his behavior, for example:
- "I understand that you are disappointed, but we must both be calm in order to resolve this matter."
- “Your frustration has already made things worse for our customers. We want to work with you to solve the problem, but do you agree that everyone here deserves a good experience too?”
Step 2. Explain why you asked him to leave
Customers are usually very fond of the slogan “the customer is always right” without realizing that they are also often wrong. Explain that their behavior is a personal threat and spoils the experience of other customers who equally deserve good service.
- "While you have the right to raise your concerns, you have no right to be rude to our staff."
- "I will help you solve this problem, but your behavior makes me feel uncomfortable."
- “As an employee, I have to protect my co-workers, superiors, and other customers. So, please leave this place immediately.”
- "If you don't want to go out on your own voluntarily, I have to call the police to protect my staff and other customers."
Step 3. Drive the customer out
To emphasize the words of disapproval you've spoken, move toward the exit and ask this customer to follow you. Even if he doesn't respond to your request right away, make an effort to direct him. Even if he doesn't want to follow you at first and doesn't want to come out, he will follow you towards the exit when the object of his anger moves.
- This method aims to keep these aggressive customers away from your premises to protect the safety and feelings of those within your business.
- Customers who feel rejected will usually leave, even if they are still angry.
- Wait until he has completely left your place before returning to work. If you go straight in, he may follow you inside again.
Step 4. Don't touch aggressive customers
Never touch a tantrum customer because the reaction can be very bad and potentially violent, unless he poses a physical threat to your safety, other employees, other customers, or himself.
However, if this customer is physically aggressive towards you, others, or himself, you have the right to control his behavior so he doesn't hurt anyone
Step 5. Call security or police, if necessary
If you feel unsafe around these customers or your business is seriously disrupted and there is no sign of ending, call the police or security. Try to limit the influence of these customers by keeping them away from your place of business. Do not physically attack as this is against the law, unless he physically attacks another person.
- If he hits someone or damages property, try to get him away from your place. If he doesn't want to leave, ask other employees and customers to stay away from these aggressive customers to keep them safe from physical attacks.
- Be calm and polite, but don't interact with him again. You've tried to solve the problem well. So you don't have to interact with him anymore and wait for the authorities to arrive.
- Set up a security phone number that is easily accessible by all staff, not in a place where a lot of people pass by or stored by the administration. When there are customers who are difficult to deal with, employees will usually ask the operations manager for help to deal with them. If the situation got out of hand, this manager would probably be very busy. So every employee should know how to ask for help.
- Post important telephone numbers in places where employees frequently pass, such as at the checkout counter or in the employee break room.
- Make sure the numbers are correct and can be read clearly. If your writing is not neat, print it from the computer.
Step 6. Think carefully before asking a customer to leave your place drunk
If you work in a restaurant or bar that sells alcohol and a customer is drunk, you may be held accountable for his actions after he leaves your place.
- If you see a drunk customer, help him find a taxi while waiting outside.
- If he comes with friends, ask a friend to help him take him home.
- If he insists on driving himself, write down the car number and vehicle ID and call the police immediately to provide this information.
