CHAPTER 74
How to Handle Customer Threats
One of the sad realities of customer service is that a small percentage of customers will resort to threats to attempt to get what they want. Reasons vary. Perhaps the customer is exasperated and is lashing out. Perhaps the customer hasn’t gotten what she wants and is escalating it to see if you will back down. Perhaps the customer is just not a very nice person and likes to threaten people. Once someone threatens you, it changes the dynamic of the conversation; in fact, depending on the severity of the threat, it might actually end the conversation.
In this chapter, we’re going to walk through some typical threats you will face on the front lines of customer service and give you some helpful hints for ...
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