Module 10 : Escalation

By the end of this module, you will know: How to handle abusive customers Why you shouldn't cave in to unreasonable demands When you should tell a customer "enough is enough" How to handle physical threats 10.1: Handling Abusive Customers Anyone who has ever worked in customer service or any business dealing directly with customers will have their fair share of horror stories about a customer who gets abusive. The important thing to remember in these situations is ...