If you’re on an ugly service call and things turn vulgar, how do you handle such customer behavior?

Customer service consultant Steve Coscia (Coscia Communications Inc.) has an answer for service representatives as they deal with customers who use vulgar language. It involves a tactical response designed to stun the customer.

“Customers who use vulgar or dirty language are seeking a confrontation,” says Coscia. “A noted military tactician fighting for the Confederacy during the Civil War said the simple keys to victory are, get there first with the most and always do what the enemy least expects. These same tactics are equally applicable when handling calls from rate customers using vulgar language.”

Things get heated with heightened emotional states. Service representative should tell customers who use such language:

I realize you are upset and I want to help you. But I am not in the habit of being spoken to in that fashion, nor do I speak with people who use that kind of language.

“This polite statement will keep intact the self-esteem of the customer and allow the two of you to continue in your conversation,” Coscia offers.

If the dirty mouth continues, technicians should then disregard the customer’s self-esteem, and instead focus on the unacceptable behavior.

“To prepare for this, the representative should sit up straight, take a deep breath, and muster their most authoritative vocal tone for what will come next.”

Ask the customer to repeat the last sentence that contained the vulgar language by saying:

Could you please repeat that last sentence, I am taking notes.

“The customer should rationally think about what was just said and repeat the sentence minus the offensive speech.”

Coscia admits this calm, rational approach has worked well for him for years. He hopes it works for you as well.

Steve Coscia works with people and organizations who are committed to world-class customer service. His books, audio programs and videos have helped thousands of customer service professionals. Contact him at steve@coscia.com.