Abusive Customer Policy

BACKGROUND No staff member should suffer abusive behaviour from our customers or members of the public whilst carrying out their role with us. Definition of abusive behaviour – using language of a violent nature, swear words directed at the staff member, threatening language, racist language etc.   PROCESS 1. 1st instance of abuse via phone/live chat -> explain to the customer that we have a zero tolerance policy with regards abusive behaviour. Ask for a confirmation that the customer has understood, or that they have apologised. If they do not confirm they have understood, or they do not apologise, you should inform them you are terminating the call/live chat and then proceed to terminate the conversation. “I appreciate how frustrating this must be, [customer name]. I am here to help you and will do the best I can to resolve this issue, but I am unable to do so if you continue to swear. We have a zero-tolerance policy with regard abusive behaviour. Please confirm you understand this.” 2. 2nd instance of abuse via phone/live chat -> In the event that a customer confirms they have understood our zero tolerance policy or apologised, and then they are abusive again during the conversation, inform them that as this is the second time they have been abusive and therefore you are now terminating the call/live chat, and then do so. “This is the second time that you have shown abusive behaviour, so I am going to terminate the call/chat now. Our company will now send you an email relating to this incident.” 3. If you have terminated a call/live chat, send the below email template to your line manager so that the customer is logged on the Abusive Customer Spreadsheet and will receive an official warning in writing from a member of management.   Email template if abusive customer has an account on eFiling Hi [Insert name of line manager], The below customer displayed abusive behaviour towards me [during a telephone call / when they physically attended the premises] at [insert time]. The content of the abusive behaviour was [insert brief description of content]. The details of the customer are as follows: Customer Name: [Insert customer name] Company Name: [Insert company name] Brand: [Insert brand] Kind regards, Your name Your Job Title   Management actions following receipt of the above email template Management will log the customer’s behaviour in an Abusive Customer Spreadsheet, and send an email to the customer warning them that any future abusive behaviour will lead to their services being terminated. If a customer has a second conversation terminated due to abusive behaviour, we will terminate their services with us. Any line manager who is unclear what to do should contact John Carpenter or Amelia French for