How to Deal with a Sarcastic Customer
A common question that comes up in my training on Managing Difficult Customer Behaviour is “How do I deal with a sarcastic customer?”.
Sarcasm can be defined as a “sneering or cutting remark.” It is interesting to note the word sarcasm comes from the ancient Greek word sarkázein, which meant “to tear flesh.” That verb became a metaphor for “speaking bitterly.”
How often have you heard the expression that sticks and stones can’t break our bones? Words however, can be hurtful. Even the ancient Greeks recognized that sarcasm feels like someone is digging into you!
Sarcasm can be an attempt to disguise feelings of anger, fear, or hurt. Clever wit on the other hand, as opposed to sarcasm, is usually devoid of hostility.
Whenever a customer displays any behaviour, it is useful to look at why. Sarcasm from a customer normally happens for three reasons:
The customer may be feeling insecure
The customer is angry
Social awkwardness
It is important to acknowledge that sarcasm can be hurtful, it is also the least genuine mode of communication. Sarcasm can also be passive-aggressive or as a way to assert dominance.
Sarcasm may also be used as an attempt to get you to take the bait and can be a trigger. Almost all of us have some kind of trigger or “hot button” that, when pushed, can make us feel anger, rage, hostility, or even resentful.
Our triggers can be people, certain words, opinions, situations, or environmental situations that provoke an intense and excessive emotional reaction within us. It could be a customer’s tone of voice, a type of person, a particular viewpoint or a single word – anything can be a trigger and for some us, sarcasm is one of them!
What is most important is when a customer uses sarcasm, you know how to respond. We cannot control what the customer says or does, all we can focus on how we react. There are four useful tips you can use when a customer is being sarcastic:
Stop and Breathe. Focus on your breathing, Do not allow an ‘amygdala hijack’ to occur. Remain calm and in control.
Don’t take the bait. These comments are often designed to get you to react.
Respond to the content, ignore the sarcastic comments.
If it persists, politely ask the customer to refrain from making such comments. You can use language such as "[Customer name], I really want to help you with your issue and can appreciate you are frustrated. Can I please just ask you to refrain from making those comments?"
If the customer's behaviour escalates to the point of being unacceptable, then follow your organisation's formal escalation policy.
