I do not, and never will, think it is a coincidence that the phrase customer service starts phonetically with the word “cuss”. How many times have, any one of us, been cussed at when an unruly or entitled “cuss”tomer or guest was trying to force us into giving them whatever they wanted, regardless of whether or not it was deserved? If you have been a #customerservicewarrior for any length of time, I would say plenty of times. At least it was for me.
I can honestly say I was never actually cussed at when a customer had 1) a legitimate complaint, and 2) handled it in an appropriate manner. You know why? Because when they did, as all great #customerservicewarriors, Tammy Mayhew handled the situation and fixed the problem to satisfy the guest or customer. The key here and I will repeat; the customer had a valid complaint and dealt with it constructively. All of us did the very best that we could and provided the very best goods and services that we could. When that didn’t happen, we fixed it.
Then there were the one percent of “cuss”tomers who for some misguided reason believed that throwing around a number of foul words with ever increasing ferocity and pitch would somehow turn me into their cowering, delusional and spineless fairy godmother. They waved their fists like a magic wand, replacing abracadabra with a fevered misplaced, “Fuck you bitch!” We all know calling someone a bitch, cunt, fucker, dumbass or idiot with a prefix of mother, stupid, incompetent or fucking never put anyone in the mood to bend the rules for anyone.
You would think that when this happened, we would all get to level the playing field and release the little bitch that had, with the foul mouthed rant, been awakened in our minds. The one running rampant in our head trying to find a way past the forced smile and trembling hands. Sadly this wasn’t the case, not if we wanted to keep our jobs. Instead we would half heartedly nod, endlessly explain, fane an apology, and clench or teeth behind our smile in an attempt to contain and control our ever whirling justified bitchy little alter ego.
I never allowed it to happen to my team, without consequence to the customer. I always defended them. Myself not so much. I was nearly born into customer service and with that I developed a very thick skin. Scraps stitched together from foul language, names no child should be called, words an empathetic heart should never hear. I lost myself behind the sales counter. Shielded from their words by a cold hard piece of marble. Lost but fine. Always fine. (Insert smile here) Until I wasn’t anymore.
Do not lose yourself, do not listen to their rantings, do not accept their abuse, do not doubt your ability. Do smile and feel it inward, do your job well, live your life better, know your worth, defend your teams, unscript your life. And most off all keep a card handy with the contact information of at least two of your competitors and when you get the foul mouthed, unreasonable, narcissistic “cuss”tomer happily send them to darken the doorstep of your competition. Everyone will be happier, them, you and your team. Your competition maybe not so much.
I would very often tell them, in my very best sugar-coated customer service voice, “Thank you for the compliment and for the vocabulary lesson.” This never worked to well in diffusing the situation but it would make me feel better. This was right up there with letting a bitchy older (but not obviously older) customer know I gave them the senior discount, without them asking for it. Tell me what skillful little ways you have responded to a foul-mouthed, unjustified bitchy guest, when simple kindness and information did not work?
