CHAPTER 73
How to Draw the Line with a Customer
In Chapter 1, I stated that you and the customer are not on equal terms. In Chapter 4, I said it’s your job to take crap from the customer. However, there are limits—always. Sometimes customers are so unreasonable, so unwilling to be satisfied, and so abusive that you have the right to end the conversation. When a customer crosses the line from anger to abuse, the only practical option may be to disengage from the situation.
What is abuse? Truly, it’s in the eye of the beholder, but here are a few examples:
• Unwavering insistence on unrealistic demands that the customer knows, or should know, are not remotely appropriate to the situation
• Verbal harassment of the customer service rep with inappropriate ...
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