How to Handle Difficult Customers

WORKPLACE LAW -
How to Handle Difficult Customers

Question:

My employees can’t stop talking about the flight attendant who quit his job in a blaze of glory last week. While I know that incident made for an entertaining story, I’m wondering if I can require my employees to be polite to customers who are rude or offensive, and whether I can discipline them for not doing so?

Answer:

As you mentioned, the JetBlue flight attendant who told off a difficult passenger, grabbed a beer, and then slid down the plane’s inflatable emergency chute has become something of a sensation since the incident took place last week. Employees nationwide are touting the JetBlue employee, Steven Slater, as a “hero” of the everyday worker, who finally was fed up enough to tell a customer what he really thought and to then make his exit—both figuratively and literally—in the most dramatic way possible. However, while Mr. Slater’s antics have made for entertaining reading, they do raise questions about employee interactions with customers, and what employers can do in these situations.

Dealing with difficult customers in a civil manner is a requirement of virtually any job in which employees come into contact with members of the public. Having employees who are able to deal effectively and politely with your clientele—even those individuals who may be rude or upset—is essential to a business’ ability to operate in a profitable and reputable manner. In short, your employees are the “face” of your business, and must therefore be required to act appropriately even in the face of challenging situations.

In light of the foregoing, many companies incorporate a written policy into their employee handbooks or personnel manuals addressing customer interactions. Such a policy can require that your employees be courteous, prompt and attentive to your customers, and require your employees to report any encounters or situations that they are uncomfortable with to their supervisor. Such a policy should remind your employees that your customers are of primary concern, and that they are always to be treated with respect and to be given the proper attention. The policy can also include a warning to your employees that their failure to adhere to the stated guidelines can result in disciplinary action, up to and including termination of their employment.
It may be helpful to provide your employees with some specific training and guidelines when it comes to dealing with difficult customers. Some examples include the following:

Listen—Your employees should be encouraged to listen to what the customer is saying, and to try and remedy the situation. Sometimes an upset customer simply wants to explain why he or she is upset. Allowing the customer to do so without interrupting or becoming defensive, and acknowledging that he or she is upset, can help diffuse the situation.
Stay calm—Remaining diplomatic and polite will always be more effective than getting upset along with an unhappy customer.
Offer to help—Train your employees to try and help in whatever situation they find themselves, and to communicate their willingness to do so. This willingness to work with the customer is often very effective in resolving problematic situations.
Seek help when necessary—Your employees should know that they can always seek the assistance of a manager or supervisor if they find themselves in a situation that they cannot resolve on their own, or which is making them uncomfortable.

In addition, situations can arise where a customer is simply in the wrong, and you may need to take action on behalf of your employee. For instance, if a customer is being abusive toward your employee, you should intervene and attempt to resolve the problem. In some instances, you may decide to discontinue doing business with the individual in question, particularly if he or she has a history of problematic and/or abusive interactions with your employees. Employers in California have an affirmative duty to protect their employees from unlawful harassment or discrimination from third parties, including customers, and to provide a safe work environment. If you are aware that a customer is subjecting your employee(s) to such unlawful conduct but do not take steps to curtail the behavior and to prevent it from happening again, you can be liable for damages if the employee pursues legal action.
- - - - - - - - - - - - - - - - - - - - - - - - - -
Back to Menu- Work Place Law 2010 Articles