NO person, even if it’s a team member who is working for your outsourced partner in another country, should face abuse, after all they are working for your brand! A scammer too should have a polite send off! (I will take that advice on board!) Participate with suggestions and actions to support organizations and our front line customer service agents halt abuse from customers.

2. Say NO to customer abuse of
frontline customer service agents 3
steps to take

3. Embody, define, track, train, support and provide
professional counselling

4. Define clearly what
constitutes abusive
behaviour from
customers and the
different types and levels
of abuse
Track and monitor
abusive behaviour
Train your staff on how
to handle these abusive
behaviours
Enshrine in the customer
charter if you possess
one!
Embody your policy of
'no abuse' into customer
contracts and
communicate the
expectation to your
customer.
Embody, define, track, train, support and provide professional counselling

5. Embody, define, track, train, support and provide professional counselling
Provide internal support
and time out areas /
options (especially if
remote working)
Provide professional
counselling where
required ensuring that a
culture of asking for help
and routine follow up
happens post incident.

7. Take action against the customer immediately –
the days of ‘3 strikes are over!

8. Take stock: Understand and action organisational
systems, processes, management approaches,
policies etc causing these customer behaviours

9. HOW THE ORGANIZATION AND LEADERSHIP WILL BENEFIT
BY TAKING A STAND AGAINST ABUSIVE CUSTOMERS

10. A stand against abusive
customers represents
the values that you
uphold as an
organisation
It signals to employees
and partners supporting
your organisation and
your brand that you
stand by them.
When leadership against
abuse is demonstrated
by senior management
frontline employee
engagement rises
A stand will increase
internal spotlight which
in turn results in
improved systems and
efficiencies
Skills and management
techniques of
supervisory staff and
frontline workers will rise
How the organization and leadership will benefit by taking a stand against abusive customers

11. A stand will be a
significant step forward
in the fight for mental
health of frontline
workers
Benefits will spill over to
other areas of the
Organization
How the organization and leadership will benefit by taking a stand against abusive customers

12. Need more information?
Contact us Maria@cxsnapshotz.com