With Christmas fast approaching, there has never been a more important time to prepare the team for managing difficult customer behaviour. COVID-19 has significantly impacted service delivery across multiple industries and many organisations will face increased pressures in demand, ability to meet customer expectations as well as changes in workplace practices including adhering to COVID safe protocols for customers and the team, writes customer service expert Monique Richardson.

Prepare your team for difficult customers

According to the Australian Retailers Association, information from membership suggests incidents of work-related violence in retail increases during the holiday season. Numerous studies have found customer aggression and abuse has increased considerably during COVID and given the current climate; organisations must prepare their teams to deal with increasingly difficult behaviour.

1. Provide Training

Managing difficult behaviour is without doubt, the most challenging aspect of customer service. Managing one’s own emotional response, displaying empathy and de-escalating the customer’s behaviour is a skill. Providing the team with skills-based training, knowledge and techniques will ensure they feel confident and equipped to deal with these situations as they arise. This is particularly important for team members who have recently joined the organisation including Christmas casuals who may have limited experience or exposure.

Research from the SDA found 64 per cent of respondents said they had not received any training in the last 12 months on how to deal with threatening situations, including abusive or violent customers. It is highly recommended this forms part of induction or refresher training given the anticipated increase in difficult customer behaviour this year.

2. Empower the team

In very busy and challenging times, an empowered culture and leadership style can have a major impact on the customer and team member experience. Empowerment can relate to autonomous decision making or discretionary spending.

When faced with a customer issue, the team needs to know they are empowered to make decisions and generate creative solutions. While there are times leadership involvement is crucial, team members need to have clarity around decisions they can make and know they will be fully supported. Having adequate discretionary spending amounts to fix or resolve an issue can also avoid further escalations. The team must be trusted to act in the best interests of the customer and organisation.

3. Establish clear boundaries

There are times when a customer’s behaviour shifts from difficult to unacceptable including swearing, threats, personal attacks, racial abuse or violence and the team need to know they will be protected and supported. Having a documented policy including recommended wording and language on how to respond be it in face to face, telephone or digital interactions is essential. The team needs to be fully prepared and informed and have absolute clarity on the organisations defined escalation path.

It is also recommended customers are reminded through visible signage that all team members have the right to be treated with respect and that unacceptable customer conduct will not be tolerated.

4. Proactively communicate with customers

Setting clear expectations with customers in the first place is one of the fundamentals of customer service. It is vital that the team make realistic promises that they know can be delivered on.  Empower the team with knowledge and updates and advise as soon as possible if there are unexpected delays. There are times in service and particularly given the busy time of the year and the implications of COVID-19 where unforeseen delays and product shortages may arise.

When a customer has to get in contact with an organisation to ask why something hasn’t been delivered or actioned, it requires customer effort and often leads to increased frustration. Proactively reaching out to customers to advise of delays and being on the front foot with communication will help to maintain trust and minimise escalation of customer behaviour. In addition, make it easy for customers to contact you If they have any issues or concerns through multiple channels.

5. Look after your people

 Team members will be dealing with heightened emotions of customers during this period with the business implications of COVID and the stresses of Christmas. Proactively discuss strategies the team can take if they are feeling overwhelmed or impacted by difficult customer interactions. This includes breathing techniques, focusing on self-care or leaders offering de-briefing. Having a weekly de-brief with the team where they can share scenarios, challenges and tips for working with difficult customer behaviour can be both informative and reassuring.

Taking care of the team so they can take care of the customer is always critical, however during the busy Christmas period where demand is higher, the number of customer interactions are increased, and emotions can be intensified, it is essential to look at opportunities to support the team through training, support and care.

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