"Dealing with aggressive customers" is the buzz phrase among small business owners these days. And with good reason. Businesses and their customers are becoming ever more complex and volatile. We see competition from all directions: retail, services, entertainment, telecommunications. And in every area of business activity, the client gets tougher and the potential for conflict or injury is ever greater.
Employee behavior is another area where the client-employee relationship plays an increasingly important role. Customer service personnel dealing with this all the time has to be taught and disciplined on dealing with aggressive customers and how to avoid client and employee burnout. Often times some clever, feigned compassion or clever commentary from customer service employees can result in clients getting more aggressive. The employee who knows best how to handle tough, challenging clients will probably do the best in a difficult situation.