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Insults are never nice to hear, particularly when we feel that they are undeserved.
When a customer begins to be insulting towards you, it can be embarrassing and it is
always uncalled for. Very often, the insult will be prompted more by what you are
than by who you are – they will be insulting the company by directing the insult at you
–
but it is no less unpleasant as a result. While some swear words are insults, not all
insults are swear words, and while a profanity may not offend you it may well be the
case that an insult will contain no profanity but some extremely personal jibes.
The simple fact is that you are not paid to listen to abuse. If a customer has insulted you it is up to you
how you will react, but as with profanity it is worth remembering that, should they get away with one
insult they may feel emboldened to go further. Because most companies and individuals have a policy of
not dealing with a customer who behaves in an insulting way, a customer who becomes insulting can be
considered to have left aside any legitimate complaint and settled for a tirade. You may demand an
apology before continuing, or you may immediately refuse to deal any further with the customer. It is
unwise, to simply let an insult go and behave as if the customer deserves of the same respect another
customer would get.
As with swearing, it is wise to consider other customers in the case of a customer behaving insultingly.
One frequent outcome of insults being traded or directed is that things escalate to a more
confrontational pitch – something which will make customers nervous and often afraid. As you have to
consider customers’ comfort it is therefore essential that you do not allow an atmosphere of hostility to
persist.