How do you deal with condescending customers?

I work at a customer service representative for a luxury car line (I'd rather not name them specifically). Most of the customers and clients who call in are reasonably civil, professional, and polite--even in the event of a serious complaint that would have the common average Joe yelling profanities.

However, for the past month, I have been on the receiving end of some particularly nasty abuse from one specific customer. When he discusses his issue about God-knows-what-now, he constantly feels the need to mention his money: "Listen to me--I spent $180,000 on this vehicle. I have given you people well over $5 million in the past 30 years I have been doing business with you!" which has later escalated to personal remarks like "That's why I commandeer a $1.2 million salary while you get paid $9 bucks an hour to drive to work in a 1997 Honda Civic to take my calls." And the thing is--we're not allowed to hang up on customers unless they openly insult us, use excessive profanity, or continue screaming after being given two warnings to calm down.

Obviously, I can't insult him as much as I would LOVE to (or flag his car as stolen)--how do you deal with condescending customers?

With incredible grace and poise.
This little man obviously has some deep seated insecurities, if he feels the need to run down his financial statement with you. Clearly, it isn't enough for him, or he would never consider breathing a word of it.

There are things money can't buy. Do whatever it takes to make him feel like the king of everything, including finding the manager to help him with his special situation. Since he is so important, he deserves to go right to the top <wink>.

The guy's out to do you emotional harm. He's sick. Thank him for sharing his feelings with you, then ask him if there's anything else you can help him with. He will hate it when you act as though he has completely missed his mark with his meanness.

And yet, here you are. What can I do for you today sir/ma'am? The first sentence MAY indicate why I'm not working right now. It doesn't, but it may. I'm too old to do retail and don't have those pressing needs to be who I'm not.

Talk to your supervisor and see if they would handle this extremely difficult customer.

There are some people that seem to feel because they have money ( clearly this guy does )
and that gives them the right to treat other people rudely. Just try the best that you can.
There's no pleasing him or people like him.

Your job is hard. I'd probably laugh at him (for being so incredibly childish).
Then perhaps I would act impressed by his salary.
"Wow, sir, you are so incredibly successful", "We would like to work this out to keep your business."
It reminds me of that Monty Python Comedy skit where the guy stands in a booth marked ABUSE,
where people can walk up and be yelled at if they so desire. Only in this case you are on the receiving
end. Nothing you can really do, but grin and bear it. Just don't take it personal, he'd treat anyone
the same way, you're just the one who happened to answer the phone.

Look at a doormat and embrace those qualities

Allow that customer to rant and make an assaholic out of himself while listening patiently. You can't take these things personally. Obviously this guy's money is enough for other people to kiss hisass. But, that does not mean you have to bend over backwards for him or be bullied when the simple solution is "Please hold while I address your issues", then send the call to your supervisor.

Oh, I forgot to add something else: My dad always said "People who always talk about their money or sex, have neither."

Using your figures, he buys a new car almost every year… Is that right? If so, your boss would be livid if you smarted off to him and lost his business.

you can try diversion tactics. Have you ever watched the political spinners on tv? When they're asked a DIRECT question, they pivot to a different subject and NEVER answer the question. You could try something like that, coupled with a little flattery.

he tells you how much he's spent for the past 30 years - that's a great big fat softball… You say something along the lines of 'we're so happy you love our cars. We value you as a customer and appreciate your loyalty. We hope to continue to give you the superb service you deserve.'

when he tells you how much money he makes and how little you make, say 'you are exactly the person our luxury cars are made for and we want to do everything we can to keep you as a customer.'

basically, don't engage with him because he's trying to drag you down to a lower level with him. He's poking at you to get you frustrated or pissed off and get a rise out of you. He would even enjoy sullen silence to prove he wounded you with his words. So glide above it and more or less make it a game to use his egotistical rants to promote your product. Don't buy into his power trip… He's trying to make you miserable and get you to snap back at him.

and keep saying "we" whenever possible. That makes him have to identify you as a representative of the company of the cars that he loves instead of as a lowly worker he can look down on.