So if a customer is accusing YOU of losing/damaging an expensive item, even though they lost or damaged it, you have it on record they did this, and now they are blowing up saying you did it. You listen to them scream in your face, give them empathy about how upsetting it is to have the item lost or damaged, and then tell them you are going to…….????? Your advice is confusing unless the customer is extremely understanding and is angry for a valid reason that you have control over, which is not the case 99% of the time.
I gave my 7 year old a scenario last night about a customer who saw 5 different shovels and still can't decide which one they want, so I ask her what would you do to help your customer? .. ok this is my daughter, plz note we r Jamaicans " Well mi woulda sen har out di store go look somewhere else den, kmt bcaz shi a tec up di ole a my time" 🙄 I'm like really Rafi?. I did correct her after thou ☺️
I'm not an angry person but I had this bank teller completely ignore every word I said and THAT upset me a lot. I wasn't lashing out or yelling because that's not in my personality. But blatantly IGNORING someone as they are talking will piss anyone off.
I had a difficult angry customer yesterday ,she was angry at nothing but when she asked me something i said i don't know she was more pissed and that is not a good word i said and i failed that's why i am here to learn more
What works for the irrate and crazy customer when doing door door sales.Ive tried this and some able to help and listen and then close them and others are to peed off to finish talking and end up slamming door then end of conversation.
I can...no names of course, but I can describe the situation. A person employed in a position of national media interest had purchased a vehicle from a dealership of the brand I represented at the time. This individual was upset at a discrepancy between advertised fuel economy and her experienced fuel economy. She threatened a national news story about how my employer was "in bed with" a major oil company during a profanity laced tirade. I let her "vent" for a good 15 to 20 minutes before expressing my empathy in terms of "it must be frustrating to spend so much money to commute in this vehicle". This slowed her down to where I could suggest she drive a completely different vehicle (same make, model, year)for the week, while I drove hers. The listening was by far the hard part (she was rather aggressive), while expressing empathy was fairly easy (we can all understand what we spend money on), and being able to exhibit both led to the potential solution. She later apologized (quite sincerely I might add) and it all turned out to be an ok experience...although one I'll never forget.
This is fantastic advice and i found it useful even though im not in the industry. won't work every time of course as some customers are unreasonable (still be polite to them ofc) but you can calm any reasonable customer down by following the steps you gave. thank you for the video. +1
What happens if they barge in, and just want a REFUND! NOW! Let me explain. And I deal with electronics by the way, not cars. But maybe it's similar? I don't know. You can judge from yourself. So just today a client of mine threatened me. He first demanded an immediate refund, which I simply do not do. So I refused, and tried to explain to him how I handle refunds. Then started accusing me of dubious practices, and how he would smear my store with leaflets. To which I said, I welcome the free advertisement. He started yelling more, implying he would use force. At this moment I stood up, and confronted him, and I am a tall, and heavy dude. I totally had him, and I told him that in the words "how do you expect this will go down if you were to touch me?". He then went ouf of his mind when I also said to him he was also being recorded, so he better calm down. Recording with CCTV is pretty standard in an electronics store by the way. But he was furious. I told him to calm down some more times. He then threatened damaging my store next, which made me mad, and to which I replied that I knew who he was, and had his contact information, and I anything were to happen to my store at this point I would immediately go after him with an indictment. I asked him to leave my store. He would not. Then said I would call the police if he would not. He complied and left eventually. Nothing was resolved. Could I have handle this any better? I did not touch him, and he was screaming so loud at one moment, that he was spitting at me. Should I have pushed him at this moment? Punched him? What? What about what happens next? Should I proceed with an indictment for assault? Or simply refund him as nothing ever happened to rid of him? A description of how I do business. In my line of work it goes like this. I order something for my clients, they pay in advance covering the full cost of that item, and when it arrives I deliver it to them, and receive a small fee from them as compensation. I order stuff from all over the place, ebay, aliexpress, bangood, gearbest, or even online shops they tell me in specific. "When" it arrives is the key statement here. Because sometimes there is a huge delay of even months from our country's customs offices, or simply sometimes items get lost, or destroyed. So what I tell them goes like this. "That item will normally arrive in about 18-30 days, but if it's stuck in customs, or lost, or something happens to it, then I have no idea how much it will take. If at any given time you (the client) think that it has just taken too damn long (month and over), I can enquire on that, and start refund procedures. That usually takes about 1-2 weeks". So I tell all that, to each, and every one of them. Some of them agree, or some go on their merry way.
How can you deal with clients who feel if they make a complain about your product they will get some cash from you. I run a butchery shop and one day i had a client who said our product had made them fell sick and wanted $100 for the bills he had paid. I was willing to pay him his money back and i asked him for the medical report and receipts he had paid but he then said its my privacy and began shooting and threatening to make a bad publicity of our products on our social media and all the clients he knows. How best can you deal with such a client
It's difficult when a customer demands something that either sounds unreasonable, or they are being unreasonable during their request. The first time something like this happens, I suggest providing a full refund with some empathy for the situation. If they try to make it a habit, the "we are probably not the best butcher shop for you" conversation should be conducted. I understand wanting the receipts and report - you'll never get the report because of legal reasons, and receipts can often be made up. Refund the cost of the product, provide a reason for the customer to return (assuming you still want a particular customer), and apologize for the inconvenience.
unsatisfactory dinner experience: result? The manager came over to our table with the waiter, apologized for their below par service, paid for our entire meal; ($150 for 2). He then presented us his card so that we may return again and enjoy a better experience again, on the house. Just to show us they regret the error they made sure that no negative press about their otherwise fine establishment ever leaves our lips. Conclusion ?? We recommend this restaurant to all who ask us for a good restaurant in town. I learned quickly that 100% customer service is only for strong business owners who put the main thing as the main thing. Happy cu$tomer$=Long term cu$tomer$, and their referral$, plu$ profit$, plu$ legacy. That was 12 yrs. ago. The restaurant will probably be there for many more years to come.
Note: if customer Service isn't for you or you can't handle them... *DON'T HAND YOUR CV IN TO THOSE PLACES THAT DEALS WITH CUSTOMERS* Also Don't Work at a job just for the sake of it and find a job that you're going to like, or if you're desperate only do a temporary contract until you do get your dream job.
some customers when you are nice and try to make them satisfy so they think you afraid of them and they will not stop talking and arguing then they start to shout out or hit you ,
there is one call center that doesnt entertain complaints. because as a customer service rep we have time limit and managers go near you and say WRAP UP THE CALL! and im like whut? my customer is angry and venting you want me to end them all? AHT should be taken off the scorecard or otherwise get a complaint department. Empathy was one of our action plan im not sure if im using it but if i got it right empathy is like putting yourself into the customer's shoes right? One told me off the phone "I HATE YOUR FUCKING COMPANY AND ITS GOING DOWN THE DRAIN!" I handled the call well by focusing on the issue and shes happy. Speaking to that the customer i had is a business owner. She told me trust is the best key to handling customers.
It's useful, however when you work for retail there are policies you can't go around to make the customer happy I would have to get fire so the customer can forever be happy.
"please, sir just follow me to the office, I know what to do with your problem, just follow me... this way". Then you kick the every single shit out of the customer in the office. some people can't work as a customer service rep.
I have been an electrical contractor for 30 years. I would say the single biggest benefit to being self-employed is the freedom to deal with problematic customers the proper way. Some people/customers are simply impossible to satisfy. They like to fight and argue. I have a very simple rule that I have lived by for many years. That rule is to treat people the way they treat you. If someone is nice, I treat them doubly nice. If someone is rude, arrogant and problematic, I become their worst nightmare. I had a customer a few yrs back attempt to haggle with my price by using the phrase "is that the best you can do"? I politely informed her that I don't work that way. She seemed taken back but agreed to my price. After I completed the work and while she was writing the check, I said to her "is that the best that you can do"? She was dumbfounded. I then simply said " do you see my point"? She said she did and apologized and actually gave me a $100.00 tip for the lesson. Another time while working in a home, I had a question for the homeowner whom I addressed by her first name. She instantly became incensed and told me to refer to her as "Mrs. Robinson. I said fine. An hour later she called me "Shawn". I faked being incensed and said that I am to be addressed as "Master Shawn or Mr. Brennan. (master because I am a master electrician). She did not seem happy but did call me Mr. after that. Its fair.
shawnbrennan1 Be careful there. Some people would and can ruin your reputation for doing that. Just saying. Even if they're being rude and angry, just let it go reply with courtesy. Be the bigger man. In these day and age, people will sue over anything
Master, you hit the nail on the head. There are customers who get belligerent just to take advantage of you. I strongly support your rules. You cannot teach logic or reason to ignorant people who are probably abusers. There's a universal rule that customers and service provider most follow "Mutual Respect".
This is a very common interview question for any position that deals with customer service.
So if a customer is accusing YOU of losing/damaging an expensive item, even though they lost or damaged it, you have it on record they did this, and now they are blowing up saying you did it. You listen to them scream in your face, give them empathy about how upsetting it is to have the item lost or damaged, and then tell them you are going to…….????? Your advice is confusing unless the customer is extremely understanding and is angry for a valid reason that you have control over, which is not the case 99% of the time.
Hello
excellent presentation.👍
thanks givin to you
Fantastic thank you
How to handle it? Try not screwing the customer over & nothing will happen
No way in hell you can satisfy every customer
Nice coach ha? One of the ad , what is ha in this english ad
I gave my 7 year old a scenario last night about a customer who saw 5 different shovels and still can't decide which one they want, so I ask her what would you do to help your customer? .. ok this is my daughter, plz note we r Jamaicans " Well mi woulda sen har out di store go look somewhere else den, kmt bcaz shi a tec up di ole a my time" 🙄 I'm like really Rafi?. I did correct her after thou ☺️
That triangle looks like perfection. Great tips as well.
I'm not an angry person but I had this bank teller completely ignore every word I said and THAT upset me a lot. I wasn't lashing out or yelling because that's not in my personality. But blatantly IGNORING someone as they are talking will piss anyone off.
Aaaah! My pet peeve! I would slap them in the parallel universe.
What if the customer behaved like this: czcams.com/video/jOkdR7on6Ok/video.html
tell them what you will do? what if its a problem that cant be fixed?
I had a difficult angry customer yesterday ,she was angry at nothing but when she asked me something i said i don't know she was more pissed and that is not a good word i said and i failed that's why i am here to learn more
what an idiot No where in your vedio says about solving the prob
What works for the irrate and crazy customer when doing door door sales.Ive tried this and some able to help and listen and then close them and others are to peed off to finish talking and end up slamming door then end of conversation.
No vacuum leaks huh?
can you give us an exemple of a situation you've been through?
I can...no names of course, but I can describe the situation. A person employed in a position of national media interest had purchased a vehicle from a dealership of the brand I represented at the time. This individual was upset at a discrepancy between advertised fuel economy and her experienced fuel economy. She threatened a national news story about how my employer was "in bed with" a major oil company during a profanity laced tirade. I let her "vent" for a good 15 to 20 minutes before expressing my empathy in terms of "it must be frustrating to spend so much money to commute in this vehicle". This slowed her down to where I could suggest she drive a completely different vehicle (same make, model, year)for the week, while I drove hers. The listening was by far the hard part (she was rather aggressive), while expressing empathy was fairly easy (we can all understand what we spend money on), and being able to exhibit both led to the potential solution. She later apologized (quite sincerely I might add) and it all turned out to be an ok experience...although one I'll never forget.
This is fantastic advice and i found it useful even though im not in the industry. won't work every time of course as some customers are unreasonable (still be polite to them ofc) but you can calm any reasonable customer down by following the steps you gave. thank you for the video. +1
What happens if they barge in, and just want a REFUND! NOW! Let me explain. And I deal with electronics by the way, not cars. But maybe it's similar? I don't know. You can judge from yourself. So just today a client of mine threatened me. He first demanded an immediate refund, which I simply do not do. So I refused, and tried to explain to him how I handle refunds. Then started accusing me of dubious practices, and how he would smear my store with leaflets. To which I said, I welcome the free advertisement. He started yelling more, implying he would use force. At this moment I stood up, and confronted him, and I am a tall, and heavy dude. I totally had him, and I told him that in the words "how do you expect this will go down if you were to touch me?". He then went ouf of his mind when I also said to him he was also being recorded, so he better calm down. Recording with CCTV is pretty standard in an electronics store by the way. But he was furious. I told him to calm down some more times. He then threatened damaging my store next, which made me mad, and to which I replied that I knew who he was, and had his contact information, and I anything were to happen to my store at this point I would immediately go after him with an indictment. I asked him to leave my store. He would not. Then said I would call the police if he would not. He complied and left eventually. Nothing was resolved. Could I have handle this any better? I did not touch him, and he was screaming so loud at one moment, that he was spitting at me. Should I have pushed him at this moment? Punched him? What? What about what happens next? Should I proceed with an indictment for assault? Or simply refund him as nothing ever happened to rid of him? A description of how I do business. In my line of work it goes like this. I order something for my clients, they pay in advance covering the full cost of that item, and when it arrives I deliver it to them, and receive a small fee from them as compensation. I order stuff from all over the place, ebay, aliexpress, bangood, gearbest, or even online shops they tell me in specific. "When" it arrives is the key statement here. Because sometimes there is a huge delay of even months from our country's customs offices, or simply sometimes items get lost, or destroyed. So what I tell them goes like this. "That item will normally arrive in about 18-30 days, but if it's stuck in customs, or lost, or something happens to it, then I have no idea how much it will take. If at any given time you (the client) think that it has just taken too damn long (month and over), I can enquire on that, and start refund procedures. That usually takes about 1-2 weeks". So I tell all that, to each, and every one of them. Some of them agree, or some go on their merry way.
Great I will use your tips in my field 🤩🤩
Its a good training but does not apply in all situations
thank you very much, this is a great tool for me at the front desk
Thanks a lot, best of all
Excellent
I tried to listen but before I could do so, the customer thumped my head with an exhaust manifold.....
brandenburg2388 😂
How can you deal with clients who feel if they make a complain about your product they will get some cash from you. I run a butchery shop and one day i had a client who said our product had made them fell sick and wanted $100 for the bills he had paid. I was willing to pay him his money back and i asked him for the medical report and receipts he had paid but he then said its my privacy and began shooting and threatening to make a bad publicity of our products on our social media and all the clients he knows. How best can you deal with such a client
It's difficult when a customer demands something that either sounds unreasonable, or they are being unreasonable during their request. The first time something like this happens, I suggest providing a full refund with some empathy for the situation. If they try to make it a habit, the "we are probably not the best butcher shop for you" conversation should be conducted. I understand wanting the receipts and report - you'll never get the report because of legal reasons, and receipts can often be made up. Refund the cost of the product, provide a reason for the customer to return (assuming you still want a particular customer), and apologize for the inconvenience.
Thank you so much for your sharing. A very good lesson 😍😘
unsatisfactory dinner experience: result? The manager came over to our table with the waiter, apologized for their below par service, paid for our entire meal; ($150 for 2). He then presented us his card so that we may return again and enjoy a better experience again, on the house. Just to show us they regret the error they made sure that no negative press about their otherwise fine establishment ever leaves our lips. Conclusion ?? We recommend this restaurant to all who ask us for a good restaurant in town. I learned quickly that 100% customer service is only for strong business owners who put the main thing as the main thing. Happy cu$tomer$=Long term cu$tomer$, and their referral$, plu$ profit$, plu$ legacy. That was 12 yrs. ago. The restaurant will probably be there for many more years to come.
Had to watch this video to do it right the next time
Not that great if a shop only makes 300 or even 400k in a year. My shop makes easy 1 million a year with just 3 techs. Not open Sat or sunday.
This video was helpful though
Note: if customer Service isn't for you or you can't handle them... *DON'T HAND YOUR CV IN TO THOSE PLACES THAT DEALS WITH CUSTOMERS* Also Don't Work at a job just for the sake of it and find a job that you're going to like, or if you're desperate only do a temporary contract until you do get your dream job.
Soooza Bell working under pressure 😂😂😂😂 I will write working under hydraulic press instead of it
I'm angry with the sound quality of this echo filled mess.. wutcha gonna do about that, slick?
some customers when you are nice and try to make them satisfy so they think you afraid of them and they will not stop talking and arguing then they start to shout out or hit you ,
That is so true
😂😂😂😂😂😂😂😂😂 for sure
there is one call center that doesnt entertain complaints. because as a customer service rep we have time limit and managers go near you and say WRAP UP THE CALL! and im like whut? my customer is angry and venting you want me to end them all? AHT should be taken off the scorecard or otherwise get a complaint department. Empathy was one of our action plan im not sure if im using it but if i got it right empathy is like putting yourself into the customer's shoes right? One told me off the phone "I HATE YOUR FUCKING COMPANY AND ITS GOING DOWN THE DRAIN!" I handled the call well by focusing on the issue and shes happy. Speaking to that the customer i had is a business owner. She told me trust is the best key to handling customers.
Woww
It's useful, however when you work for retail there are policies you can't go around to make the customer happy I would have to get fire so the customer can forever be happy.
Excellent stuff, thanks for sharing
fantastic video
"please, sir just follow me to the office, I know what to do with your problem, just follow me... this way". Then you kick the every single shit out of the customer in the office. some people can't work as a customer service rep.
Omurbek Azhibekov yes
Great advice.
This is very helpful! Thank you for sharing this. :)
stupid people! that's the right word! not angry...
Why does this guy seem like a douche?
Dai Mendieta cause his the type that you have to deal with
I learnt, how to handle a customer and a difficult customer. Your video is useful to sellers. You are awesome!...
I have been an electrical contractor for 30 years. I would say the single biggest benefit to being self-employed is the freedom to deal with problematic customers the proper way. Some people/customers are simply impossible to satisfy. They like to fight and argue. I have a very simple rule that I have lived by for many years. That rule is to treat people the way they treat you. If someone is nice, I treat them doubly nice. If someone is rude, arrogant and problematic, I become their worst nightmare. I had a customer a few yrs back attempt to haggle with my price by using the phrase "is that the best you can do"? I politely informed her that I don't work that way. She seemed taken back but agreed to my price. After I completed the work and while she was writing the check, I said to her "is that the best that you can do"? She was dumbfounded. I then simply said " do you see my point"? She said she did and apologized and actually gave me a $100.00 tip for the lesson. Another time while working in a home, I had a question for the homeowner whom I addressed by her first name. She instantly became incensed and told me to refer to her as "Mrs. Robinson. I said fine. An hour later she called me "Shawn". I faked being incensed and said that I am to be addressed as "Master Shawn or Mr. Brennan. (master because I am a master electrician). She did not seem happy but did call me Mr. after that. Its fair.
shawnbrennan1 Be careful there. Some people would and can ruin your reputation for doing that. Just saying. Even if they're being rude and angry, just let it go reply with courtesy. Be the bigger man. In these day and age, people will sue over anything
Master Brennan you are really cool man ! I like your advice :) Thanks
Master, you hit the nail on the head. There are customers who get belligerent just to take advantage of you. I strongly support your rules. You cannot teach logic or reason to ignorant people who are probably abusers. There's a universal rule that customers and service provider most follow "Mutual Respect".
I see your point
@@JulyFourth1776 he's been doing it for 30 years, I don't think his reputation is a problem.
Sound easy but when you deal with that everyday you get fed up.
amen
Ya it's fucking true. im I'm working in 5 star hotel.facing the problems everyday
Customer Service Rep here and i feel the same way hahaha!
I know that feeling. It also helps that I have been in my position for almost 5 years. I could do this shit in my sleep.
We all know this feel pro 😂