491: Answer to Abusive Customers: Shut Down Support?

Customer service isn't easy. This isn't breaking news to CX people, and it might not be breaking news to many of our listeners, but it should be discussed. Agents don't have it easy, especially when encountering problematic customers. Is there a point when they should stop dealing with a specific customer? Should the entire customer support do the same with all customers when it gets too bad? There certainly are instances where things get so bad that the only solution seems to be shutting down specific lines of communication. What's more, in some cases, customers tend to complain of something that's not even in the job description of the agents. So, what's the solution? Naturally, it's not as simple as some think, so tune in to hear what Jeannie and Adam have to say. Learn more about your ad choices. Visit megaphone.fm/adchoices