Any customer service professional will have come across Karen at some point; these customers who cause unnecessary disruption by shouting or making waves about something that could easily have been resolved.
Listening and offering empathy are essential in defusing an angry situation.
1. Stay Calm
Surely by now you have encountered at least one Karen. A Karen is an unfavorable term used to refer to women who constantly complain and act entitled, making life hard for anyone dealing with her or him. These individuals tend to like getting under your skin and forcing responses; avoid giving Karens that satisfaction by not responding when provoked!
When dealing with Karens, it is best to remain calm and not show signs of frustration or anger. Doing this will allow for rational discussion on the matter at hand and potentially reach a solution; additionally it will show them that you cannot easily be scared off or upset by anything they might say or do.
Remember to remain calm when responding to Karen. She likely means no harm by calling you names; just take a step back and consider what her comments actually mean before responding.
One of the worst mistakes a business owner can make is succumbing to Karen’s demands. By giving in, you are simply validating her complaints while simultaneously risking the reputation of your company by showing other customers that your feedback doesn’t matter.
To avoid this scenario, it is crucial to have an effective complaint procedure tailored specifically to the industry and services your company offers. PocketSuite smart campaigns provide an ideal system that allows dissatisfied customers to be sent a text message directing them back to your Google Business review page where they can leave feedback about their experience with you. Be sure to maintain records for every complaint received regardless of its outcome.
2. Don’t Give In
Karens are an unfortunately common part of service industry work life. These customers can often be identified by screamed orders at employees, outrageous demands made upon them and/or causes scenes. Most often these Karens are middle-aged women who feel entitled, angry and out of touch – often complaining about everything from their experience at your company down to the finest details. Luckily there are ways you can maintain control when dealing with Karens.
One of the key mistakes business owners make when faced with Karens is giving in to their demands, which sends a signal that your organization can no longer deal with their irrational behaviour and leaves you vulnerable to further attacks on your reputation and business. For small business owners this could prove disastrous.
Do not give in. Instead, calmly and clearly explain to your customer what their issue is while remaining firm that policies and procedures cannot be compromised upon. Ask them to relocate away from the cash register if possible so you can better meet other customers’ needs.
To best prepare for an encounter with Karen, ensure your team is educated on customer service best practices. There are many online courses and group sessions you can attend to teach how to effectively deal with difficult customers. Furthermore, using PocketSuite’s scheduling tools to set clear expectations with clients may prevent miscommunication that leads to altercations with irate customers.
3. Listen To Her
It is virtually inevitable for those working in service industries to encounter Karen at some point or another. Thanks to social media and TikTok, she is more visible than ever – people from various fields have shared their Karen stories which have proven popular among their target audiences.
Karens are individuals who believe they know everything, believing the world revolves around them and their experiences alone. Because these types of individuals cannot see outside themselves and tend to get defensive over anything outside their immediate experience, arguing over irrelevant issues with great passion. Therefore it is key when dealing with Karens to remain calm, not allowing her to get under your skin and cause tension or upset.
Alternatively, if she starts shouting at you, remind her she is being rude and unprofessional. When she realizes what an idiot she is being, this gives you the chance to explain why her behavior is unacceptable.
Handling Karen can be challenging, but remaining calm and focused on your work will help ease the situation. Remind yourself that she may just be struggling with their own personal difficulties and that you cannot judge them personally.
Business comparison company found that Karens are more prevalent in some countries than others. This makes sense, given how such women tend to be snarky and bitchy; often acting like they’re in charge. Though women named Karen have told CNN they don’t take it as an insulting insult slur it still can be upsetting when people refer to them by name as being called Karen.
4. Take Her Word For It
Karens have become an everyday part of working in service industries like hairdressing and grocery stores, where Karens can often be found. While known before now, with TikTok and social media bringing them even more attention than before – often becoming an issue for some individuals.
One of the key steps for successfully dealing with Karens is listening to their complaints. Although it can be hard to remain neutral when they start acting this way, listening carefully can help you gain a greater understanding of their viewpoint and work toward a mutually agreeable solution.
However, it’s important to remember that Karens aren’t rational individuals – they only see things from their perspective and if they feel their rights have been violated they’ll make you pay! Karens can cause immense amounts of stress for businesses.
One effective way to deter Karens is being clear about your policies. For instance, if your cancellation policy stipulates a fee and they cancel within an agreed-upon amount or no-show for their appointment, inform them upfront that there will be an associated charge. This will make it more difficult for Karens to take advantage of you; their actions will violate your policies and they won’t get away with taking advantage of you. Likewise, be clear on refund and return policies so as to deter Karens from trying to scam out of money from you – making them wary about visiting your business in future visits due to potential worries over getting their money back.
5. Don’t Give Up
Karens can be an irritating presence, and it’s crucial that you remain calm when dealing with them. Their sole intention is to get under your skin and cause you stress; you don’t want to battle with them or cave to their demands; otherwise they might leave one-star reviews and post negative social media commentary about your business if this happens.
Though “Karen” may be used ironically or humorously, she does exist. A Karen is someone who believes their time should come first and expects nothing less than excellence from anyone they deal with. A true Karen doesn’t simply make complaints; she demands exceptional treatment!
Dani Weller, customer service team leader of Bionic, suggests the best way to approach Karen is to keep her informed. Listen carefully as Karen shares their side of the story before providing accurate explanations and trying your best to address her concerns in a calm manner.
Not just Karens are problematic; men can also make complaints against your business and can act similarly. Recognizing these individuals early and taking measures to eliminate or avoid them as much as possible is key; otherwise, one-star reviews from an angry Karen could threaten your reputation and prevent future customers from coming your way.
