The Art of Controlling Angry and Abusive Customers: No Room for Violence at Service Centres


Service Providers sometimes during their course of work do get involved in ugly fracas like the one that we observed where an irate customer got physical with a first officer of a private airline company. What followed later was rhetoric on whether the flyer should be put on a No – Fly list but only few spoke about the affected Service Provider (the First officer) . Drawing similar parallels in todays After Sales Service Ecosystem In the fast-paced world of customer service, front-line employees often find themselves facing the daunting task of managing irate customers. The ability to tolerate and effectively handle angry, abusive individuals is an essential skill that service centre personnel must cultivate. In this context, fostering a workplace environment that unequivocally rejects violence becomes paramount.


Tolerance is not merely a virtue; it is a professional necessity in the service industry. Customer service representatives frequently encounter individuals who, due to various reasons, express their dissatisfaction in aggressive and abusive manners. In such situations, maintaining composure and responding with tact is crucial. Tolerance, in this context, does not mean acquiescing to abuse but rather displaying a resilient calmness that can de-escalate tense situations.

The art of controlling angry customers lies in a combination of empathy, active listening, and assertiveness. Empathy allows service representatives to understand the customer’s frustration, while active listening ensures that their concerns are heard and acknowledged. By being assertive without being confrontational, representatives can assert control over the conversation and guide it towards a constructive resolution.


Importantly, a zero-tolerance policy for violence at service centres should be non-negotiable. Violence has no place in the workplace, and service centres must establish clear protocols for handling aggressive incidents. This includes providing training for employees on conflict resolution, de-escalation techniques, and creating a supportive environment where employees feel empowered to report any incidents of violence.

Service centres should also invest in resources to support their employees in dealing with challenging situations. This may involve implementing robust security measures, establishing emergency response procedures, and offering counselling services for employees affected by violent incidents. Creating a culture of safety and support fosters resilience among the workforce and reinforces the message that violence is unacceptable.

In conclusion, the art of controlling angry, abusive customers is rooted in tolerance, empathy, and assertiveness. Service centres must prioritize the well-being of their employees by adopting a zero-tolerance stance on violence and providing the necessary resources and training to navigate challenging interactions. By doing so, they not only protect their workforce but also enhance the overall customer service experience.

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