Positive Customer Service Combats "Adult Bullying"

Customer service is one of the most difficult positions to hold. In most cases, if it wasn't for the customer, the business would fail. We also know that dealing with people on a day to day basis can be draining. At times no matter what you do, someone will yell and complain about your service or product. I call these people, “Adult Bullies”. Listening to negativity on a regular basis is exhausting, but you must deal with these situations in a positive manner.

Growing up we constantly heard, “The customer is always right”. Is this continually the case, absolutely not? Unfortunately cheerless people exist and want to be heard; in fact, some people won't be happy regardless of what you do for them. Others will complain constantly just to see how much they can get. Unhappy people will sometimes use the “customer is always right”, tactic just to get their own way. Knowing how to handle the difficult customer is your “light at the end of the tunnel.”

Remaining positive is your best defense. I am not saying you have to respond with, “yes, ma'am or yes sir, you are correct,” but fighting their negativity with your positive energy will benefit you in the end. A good response to an “Adult Bully” after they have made their complaint known is, “I can appreciate your situation.” You can then suggest a solution, or allow the customer (if you feel comfortable) to suggest a resolution.

Whether the complaint is founded or not a positive response is the key to sustaining a healthy work environment. We all know someone who makes it their mission to point out the “wrong” everyone else commits. It should be our intent, as positive people, to make it difficult for them to continue “bullying”.