by Stacia Elizabeth Whitbeck

Created on: January 28, 2009

What would a business be without unruly customers? Every customer, even the unruly one is an opportunity to increase sales and create new products. Some unruly customers are authentic and deserve the benefit of the doubt. They may have received unsatisfactory service or products and feel they are being treated unfairly. This is an opportunity to not only correct the problem, but gain loyalty and positive word of mouth advertising. It's also an opportunity to improve customer service skills among employees.

There are some unruly customers who are just out to get a free lunch. They're bullies and think that they can intimidate individuals thereby getting what they want. These people are not unlike the spoiled child who knows he can get his way in public where his parents don't want to be humiliated. These unruly customers are opportunists. As with most bullies, they lose their power when you stand up to them.

The first rule in dealing with unruly customers is to remain calm. Use the law of rhythm. Everything has it's own rhythm and balance and when you remain emotionally calm it is easier to keep control. Perhaps the customer is irate and is screaming at you. Apologize for their inconvenience and use a calm, neutral tone. It is best to move the conversation to a more private are of the store or business. Speak slowly and quietly no matter how loud or confrontational the customer becomes.

Often, people just want to be respected and will back down when you apologize. Try to find out what the customer wants and if it's within reason, supply it. Offer the name and telephone number of your superior. This makes the customer feel that they have options. Try to escort the customer out of the store to avoid any unpleasant outbursts and thank them for bringing their complaint to your attention.

If an unruly customer becomes abusive and you cannot calm them down, they must be removed from the store. This is a rare occurrance but it can happen and all employees should be prepared and trained for such incidents. Call security and/or the police then ensure the safety of other customers and employees. Do not try to apprehend this person yourself. Use deflection techniques and protect yourself.

Unruly customers are teachers in disguise. They can be a meter of the quality of customer service and how well prepared a company is to deal with whatever may come their way. Look for the lesson an unruly customer has to teach.

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