Dealing With Law-Breaking Customers: A Guide

Dealing with customers who break the law can be a challenging and complex issue. It is important to establish clear guidelines and boundaries for addressing such situations. In some cases, it may be necessary to involve legal authorities, especially if the customer's actions pose a threat to employees or other individuals. However, in other cases, businesses may choose to handle the situation internally, particularly if the infraction is minor or unintentional.

When dealing with customers who break the law, it is crucial to remain calm and professional. It is also essential to document and gather evidence of the customer's unlawful behaviour, which can be useful for future reference or legal proceedings. Depending on the severity and frequency of the customer's actions, businesses may choose to issue warnings, terminate relationships, or take legal action.

Recognise the difference between an angry and an abusive customer

When dealing with customers who break the law, it is important to distinguish between those who are angry and those who are abusive. Angry customers express their frustration with an elevated tone but refrain from personal attacks or offensive language. On the other hand, abusive customers cross the line by employing aggressive language, personal insults, or threats.

Angry customers may say something like, "I'm getting frustrated, this keeps happening". In contrast, an abusive customer may start calling the customer service representative names or use inappropriate religious, cultural, or racial insults.

It is crucial to have clear guidelines and training in place to help staff distinguish between angry and abusive customers. This distinction is essential because the procedures for handling each type of customer differ. Angry customers require active listening, empathy, and a commitment to finding resolutions, while dealing with abusive customers calls for maintaining composure, establishing boundaries, and seeking assistance when necessary.

When dealing with an angry customer, it is important to maintain your composure and actively listen to their grievances. Refrain from interrupting or arguing, and instead, lend a patient ear to understand their concerns. Restate the customer's issue to ensure you understand the problem and demonstrate empathy by acknowledging their frustration. Collaborate with the customer to identify potential resolutions and propose solutions that address their concerns.

On the other hand, when faced with an abusive customer, it is crucial to maintain your composure and assertiveness. Take a deep breath and remind yourself that their behaviour is not a reflection of your abilities. Respond assertively while remaining composed and convey your commitment to addressing their concerns. Establish boundaries by politely and firmly informing the caller that their language or behaviour is unacceptable. If the abusive behaviour persists, do not hesitate to involve a supervisor or manager, as their expertise and authority can effectively manage such cases and ensure a suitable resolution.

Implement a three-strike rule for dealing with abusive customers

Implementing a three-strike rule is a structured way to deal with abusive customers. This rule is derived from baseball, where a batter has three chances to either hit a pitched ball or earn an error called a "strike". After three "strikes", the batter strikes out and their chance to score is over.

The three-strike rule for abusive customers works as follows:

• First Strike: The customer support agent gives the customer the first warning by politely yet firmly asking them to refrain from using abusive language. For example, "I'm sorry, but in order for me to help you resolve your issue, I'm asking you to please stop using this offensive language."
• Second Strike: If the customer continues with the abusive language or behaviour, the agent gives a second warning, stating that they will have to end the call if the behaviour persists. For example, "I would like to help you find a resolution, but I'm afraid I will have to put the phone down if we continue like this."
• Third Strike: If the customer ignores the second warning, the agent should end the call, informing the customer that another agent will follow up with them the next business day to try to resolve the issue.

It is important to note that the agent should never hang up without advising the caller of their intention to do so. After ending the call, the agent should document the details of the interaction so that a supervisor or manager can review the incident and provide feedback or guidance on handling similar situations in the future.

Additionally, it is crucial to provide emotional support to the employee who received the abusive call. This can be done by offering a safe space to share their feelings, addressing their immediate needs, and providing opportunities for decompression after such intense interactions.

While the three-strike rule provides a structured framework, it is also essential to adapt your approach based on the specific circumstances and the nature of the abuse. For example, if the abuse is persistent or escalates to threats of violence, you may need to involve a supervisor or manager earlier in the process or even terminate the interaction after the second strike.

The three-strike rule empowers customer support agents by providing a clear protocol to handle abusive customers. It also sends a message to customers that abusive behaviour will not be tolerated and establishes boundaries for respectful and productive communication.

Have a manager/specialist listen to the call

When dealing with customers who break the law, it is important to involve a manager or specialist to listen to the call and provide guidance. Here are some reasons why:

Expertise and Experience:

Managers or specialists have likely dealt with similar situations in the past and can bring their expertise and experience to the table. They can assess the legality of the customer's actions and determine the best course of action to resolve the issue. This ensures that the situation is handled correctly and minimizes potential legal risks for the company.

De-escalation and Conflict Resolution:

A manager or specialist can help de-escalate the situation and resolve conflicts. They can maintain a calm and professional demeanour when interacting with challenging customers. By listening to the call, they can identify triggers and use appropriate techniques to diffuse tension, preventing the situation from escalating further.

Training and Support:

Involving a manager or specialist provides an opportunity for training and support. They can guide customer service representatives on effectively handling difficult conversations and ensuring compliance with legal and ethical standards. This empowers the team to confidently address similar situations in the future.

Decision-Making and Strategy:

Managers or specialists can make informed decisions and develop strategies to address the issue at hand. They can assess the impact of the customer's actions on the company's operations, reputation, and legal standing. By listening to the call, they gather first-hand information, enabling them to make strategic decisions and formulate an appropriate response.

Documentation and Evidence:

Having a manager or specialist listen to the call ensures that the interaction is properly documented and evidence is preserved. They can take comprehensive notes, identify key statements, and highlight any admissions or relevant details that may be important for legal or investigative purposes. This documentation can be crucial if the situation progresses to a legal or regulatory matter.

By involving a manager or specialist, the company demonstrates its commitment to addressing customer concerns thoroughly and responsibly. It also reinforces the idea that the company takes legal compliance seriously and is dedicated to resolving issues in a fair and just manner.

Follow up with the customer

Following up with the customer is an important step in dealing with abusive customers. Here are some tips to effectively follow up and resolve the issue:

Understand the difference between angry and abusive customers:

It is important to distinguish between angry and abusive customers. Angry customers may express frustration towards the company's processes or operations, while abusive customers direct their anger towards the customer service representative. Clear guidelines should be communicated to staff to help them identify and deal with abusive customers effectively.

Implement a three-strike rule:

A common practice is to warn the customer twice about their abusive behaviour and if it continues, terminate the call. The first two warnings should include a simple request for the customer to refrain from abusive language and work towards a resolution. The final warning should inform the customer that the call will be terminated if the abuse continues.

Have a manager/specialist listen to the call:

After terminating the call, it is important to give the affected staff member time to recover and de-escalate. Meanwhile, a manager or specialist should listen to the call to understand the context and severity of the abuse. This step helps to validate the staff member's experience and ensure that the correct protocol was followed.

Conduct a follow-up call:

A follow-up call by a senior advisor or the contact centre manager can help to repair the relationship with the customer. It gives the customer an opportunity to apologise and address any underlying issues that may have caused the abusive behaviour. It also reaffirms the company's commitment to providing equal and respectful service.

Deal with repeat offenders:

For customers who repeatedly engage in abusive behaviour, a more formal policy should be implemented. This could include routing their calls to a specialised advisor trained in handling difficult customers. If the abuse continues, the company may request that the customer communicates only via email to reduce the emotional impact.

Know when to drop the customer:

If all attempts to resolve the issue have failed, the company may have no choice but to drop the customer. This decision should be made carefully, considering the potential impact on the company's reputation and the safety of its staff. In some cases, legal action may be necessary, especially if the abuse includes racist, sexist, or homophobic language.

Drop the customer

Dropping a customer is never an easy decision, but sometimes it is necessary. Here are some guidelines on when and how to "break up" with a customer:

When to Drop a Customer

It is important to establish a clear framework for when to end a relationship with a customer. This framework should be published as part of your customer interaction policy and included in your terms of service. Some reasons to drop a customer include:

• Any form of racist, sexist, or harassing language. You should never feel unsafe at your job.
• Threats, either personal or professional. This includes threatening chargebacks, exposing information, or emotional blackmail.
• A history of bad behaviour with no sign of improvement or change.

Getting Support from Leadership

Before dropping a customer, it is crucial to get support from your leadership team. You need to be able to justify your decision and frame it as a business problem, not just a personal one. Gather evidence to demonstrate a pattern of behaviour, including conversations, social media posts, and any other relevant communication. Present this evidence to your leadership team and explain how the customer is affecting not just you, but also your team and other customers.

Having the Talk

Once you have identified the abusive customer, brought the issue to your leadership team, and received their support, it is time to confront the customer. Be direct and present your evidence with authority. Explain your decision calmly and wish them luck. It is also a good idea to offer a refund to defuse the situation and make it a business deal rather than a personal offence.

Moving On

Confronting and firing an abusive customer can be challenging, but it is important to remember that you have options and you don't have to endure abuse. Dropping a difficult customer can lead to better support for your team and improved customer retention overall. Focus on providing excellent service to your other customers and don't be afraid to set boundaries when necessary.

Frequently asked questions