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What to Say to That Rude or Abusive Customer at Your Print Business

At least you’re giving them a choice.

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“If you are going to continue to swear …”

If you need to set limits to rude or abusive customer behavior, say this: “If you are going to continue to swear, I’m going to have to ask you to leave,” or “I’m going to have to end this phone conversation.”

WHY? In order to help the customer (and keep your sanity) you must encourage the customer to stop the inappropriate or destructive behavior: raising his voice, swearing, etc. By framing it as a choice, the consequence seems less like something the employee does to the customer.

SOURCE: Perfect Phrases for Customer Service by Robert Bacal

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