Thread: TiVo Can someone explain ?
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Old 03-08-2012, 11:42   #42
carlwaring
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carlwaring has reached the bronze age
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Re: Can someone explain ?
Quote:
Originally Posted by Hugh View Post
Actually, most Customer Service training states that if a customer is being abusive, and refuses to desist, you should

a) if on the phone, tell them if they don't stop, you are going to hang up as it is not possible to help them whilst they are being abusive, and record on their customer record they were being abusive
b) if in person, call for a colleague to witness what is happening, try to defuse the situation, and if that doesn't produce an appropriate result, stop the discussion and suggest to the customer that it needs to restart after the situation has cooled down (no blame should be attached to either party whilst suggesting a cool down period) - if the abuse doesn't stop, call security to ask the customer to leave.
Exactly what I said. Rise above it. Don't sink to their level, etc. Quite right too.

Quote:
No customer, not matter how upset they are, has the right to be continually abusive and/or violent to a member of staff - employers have a duty of care to their staff to help prevent this.
Indeed. But if something did happen, I wouldn't sue my employers unless their negligence was proven.
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