I have written about coping with challenging customers and clients and different ways that we may have to deal with less-than-idea interactions in our home businesses. Every once in a while, however, we may get one of those customers-from-hell who is so verbally abusive, so mean, and so challenging, that it may be all we can do to maintain composure while we try to deal with them.
I have to remind myself that I do not have to tolerate verbal abuse from individuals while I’m working. It can be tough since I genuinely want to diffuse any disagreements and I do want individuals to be happy and get what they want. Usually, this can be achieved with some basic communication skills. Every once in a while, however, there are those individuals who are just determined to be mean and nasty and whether I feel compassion or try to understand where they are coming from or not—they are still going to be verbally abusive.
Being sworn at, accused of being a terrible person, or other mean-spirited or irrational attempts at communication are verbal abuse and we do not have to endure it. It is perfectly acceptable to tell a person that you will not talk to them or work with them due to their abusiveness. Of course, they might not “get” it and they will likely continue to be angry and abusive, but we do get to protect ourselves and refuse to interact with those individuals who are being unreasonable.
While we may want to salvage as many customer relationships as possible, there are those with whom we are better off NOT working. It is okay to tell an abusive individual that you are no longer interested in doing business with them and ask them not to contact you any more. Once you conclude the business and refund any money (if necessary), and you have told them that you will not work with them—they cannot legally continue to abuse and harass you. If you have any questions about this, contact a legal representative.
Remember that good customer service does not mean that you put up with anything another person says or does. We have a right to NOT be abused by our customers and clients.