Ever been yelled at by a customer?
Expert 
Hi team!
I started in CS almost 4 years ago right out of college and had a couple experiences where the customer made blatant discriminatory remarks towards me. At the time, I thought it was all apart of being in CS. Fast forward 6 months ago in a company all hands, another CS member point blank asked our CEO what his stance is on customers who make discriminatory remarks towards our team and he said we will not allow for that and would be open to firing the customer. The brave person who asked created confidence among others to speak up about their experiences as well. Knowing that this wasn't just an isolated situation, our DEI Committee worked with our VP of CS, CEO's and legal to craft a policy that allows for our team to document these experiences with customers, and intervene to address the issue with confidence.
So far, we've actually had to use this policy a bit more than we would like, but it's been very satisfying hearing the countless members in CS who have confided in us that this was a real problem that needed to be addressed, and so far our process is providing the support our team needs.
Anyone have any experiences with verbally abusive and/or discriminatory customers? Does your organization have a process/policy around handling these instances?
I started in CS almost 4 years ago right out of college and had a couple experiences where the customer made blatant discriminatory remarks towards me. At the time, I thought it was all apart of being in CS. Fast forward 6 months ago in a company all hands, another CS member point blank asked our CEO what his stance is on customers who make discriminatory remarks towards our team and he said we will not allow for that and would be open to firing the customer. The brave person who asked created confidence among others to speak up about their experiences as well. Knowing that this wasn't just an isolated situation, our DEI Committee worked with our VP of CS, CEO's and legal to craft a policy that allows for our team to document these experiences with customers, and intervene to address the issue with confidence.
So far, we've actually had to use this policy a bit more than we would like, but it's been very satisfying hearing the countless members in CS who have confided in us that this was a real problem that needed to be addressed, and so far our process is providing the support our team needs.
Anyone have any experiences with verbally abusive and/or discriminatory customers? Does your organization have a process/policy around handling these instances?