How To Deal With Angry Customers Face To Face
Vložit
- čas přidán 30. 12. 2018
- Angry customers are inevitable specially when you're in business for yourself. Let me share with you an experience that I had and hopefully, this will help you deal with an angry customer.
Watch and Enjoy!
Randy Soderquist
========================
Video by Nate Woodbury
BeTheHeroStudios.com
/ natewoodbury
Sometimes people just need a slap 🤷♂️
:-)
I always find complaining Karens hilarious (not at the moment. But afterwards).
I view them as real life comic book characters.
It's awful. A woman with children walks away from her self checkout. Just to check a price. She is in line of sight to that register that still has her cart and items. Another customer walks past eight EMPTY SCO 's. He could have stepped 3 feet to the left or right, or even simply turned around and used the one behind him.
Nope!
He melts down. Throws her items on the floor, yelling about horrible customer service. This guy has $200.00 leather shoes on. Chinos and a 3 button shirt. His watch cost more than I make in 8 months. He then starts yelling at this young mother.
She is crying and puts her stuff back in her cart and moves three feet to the left to the clear register. Still holding her child as the toddler clings to her pants trying to hide behind her.
The frontend team lead is trying to deal with it and clear her half scanned items so he can scan his items.
He complained to Walmart corporate and received a $50.00 gift card. I know because he came back to shove it the face of a front end associate who had no idea about any of that happening.
Walmart trains these people to act this way.
This is why people put knives to our cashier's throat. Two weeks ago one was killed in the middle of the day. Walmart Burgess road, Harrisonburg Virginia -go look it up!!
NO. The customer is not always right.
You can firmly politely and succinctly guard your space and tell the customer to leave.
I was written up for walking away when a customer had a meltdown.
I'm not a psychiatrist and NO, I don't get paid to babysit people who were hurt in third grade, or otherwise peaked in highschool.
And, no, I didn't say anything to that person.
So you can save your techniques! There is an American psychosis afoot and Walmart, our story, needs to stop reinforcing this type of behavior.
Absolutely. It's like these unhinged people know how to work the system to their benefit. The bigger the fit I throw, the more I'll get out of it. Since when did this become acceptable?
@@eap1983since the age of beings
I’m honestly tired of the constant onslaught of people using anyone in a customer service situation like an emotional punching bag, and I’ve seen it occur more so in the past few years, than in the rest of my life.
Working in property management I’ve had to tell people that “I understand that xyz isn’t working for you however it is not ok to speak to me this way. Let’s pause this and revisit the issue at a later time.”
I’ve always worked in some sort of customer based field previously and it seems that the negativity is getting worse, and sometimes you need to put the customers attitude back on to the responsibility of the customer, instead of bending over backwards to help them.
I agree with you! It comes down to the issue of control vs influence and choice. What I want to do (choice), what I am able to do (control) and what is the outcome that I am seeking. If I don’t have complete control, then what I have is influence and my behaviors towards others is generally different if I am influencing rather than controlling. Thank you for your comment and I am sorry that I didn’t see it until now!
I agree. The last few years it’s gotten way worse. It’s like people forgot how to treat others after covid times.
Some people are just evil
I believe in a difference between rude and a bully. If a customer is rude, that's perfectly okay, bad days can happen. If a customer moves from rude to trying to bully, then no I happily throw some sass right back in their face.
My friend did this and they complained to management. They got written up for it. Sometimes you can't say shit to assholes because management sucks up to customers.
@@judeaberdeen6848 I've always just happily taken the write-up. For me, nothing is worth being bullied.
@@judeaberdeen6848 Depends on the manager. I told a lady to get the fuck out of my store or I was going to call the cops today. People need a reality check; an ego check. Life is what you make of it and 98% of people choose to be insignificant, miserable victims.
I am tired of abusive customers who come in a store to do damage. And by damage I mean purposefully breaking things , stealing, dropping items all over the store , trashing displays and product areas. .
Yes! Yes! Yes! I am so fed up with having to go behind 3 y.o. adults picking up stuff they throw around and destroy. It's the start of tourist season where I live and I just don't know if I can do it this year.
Look for a new job because sadly we are surrounded by idiots and if you do customer service in any retail or customer to customer basis… it’s going to happen!
Or move to a super rich area and most people should be well mannered and respectable (not including New York)
Look for a new job because sadly we are surrounded by idiots and if you do customer service in any retail or customer to customer basis… it’s going to happen!
Or move to a super rich area and most people should be well mannered and respectable (not including New York)
I hope I can remember this video when this happens to me at my new job.
I have worked in customer service for more then 25 years. And this is a reaccurring problem I face and thought I was always in the wrong. But this video helped and the feedback. I will try this technique. Though at this job I am at I try my best to escape these type of situations and or tell management right away… but they usually lean on the side of the customer and say I am not being professional.. I am a Christian and do pray under my breath… which I am going to stop right quick.. just pray in my head I stead….
I just do not get along with those personalities types.. over bearing bully Nars type and I know this so I look for way of escaping. I have to work but I am not going to loose my job because of someone else!!
I really appreciate this video. I’m waitressing for the first time(before I’ve always been too young so I was a busser or food prep). And I’m finding myself quite overwhelmed with all the range of customers. Some are so kind where others can make me feel quite bad. But I’m going to try this method of walking through the issue and trying to solve it with them instead of immediately feeling attacked and giving in to the demands!! Thank you very much for the advice:D
I try my best to handle difficult customers, and I remain calm and kind to them. But most of the time it doesn’t work and I’ve had a few situations where they became psychically violent. I work at a beautiful garden centre lol. You wouldn’t think it could happen at a place like that.
I believe it happen to me as plantshop
In my opinion, this is an example of dealing with rational people. I'm currently looking for advice on how to deal with narcissists. 'N's don't let it go. They will not admit fault or apologize. The N will seek revenge for their perceived humiliation. Is there any way to land soft with these kinds of people without having to invest a significant amount of time or resources when they demand the irrational?
Thanks for your comment and question. I think the quick answer is don’t take their behavior personally and respond with boundaries. Boundaries are things that you can control. So it doesn’t matter what they do or don’t do, you have control to respond in the way you choose. An example would be, I will do “this” or “this”, you choose. Meaning those are your only two options and now it’s your choice. And then it may come down to, you can accept what I am telling you or offering you or reject it and then it may come down to, “I am going to ask you to leave and if you choose not to leave, I will call someone who will help you leave. This way, you are not telling them what to do or not do, you are giving them choices and then you just follow through with what you said you would do. Hope this helps! Also, if they seek revenge their is not much you can do about that other than making sure you are on solid ground with the boundaries you set!
I’ve dealt with many customers like that and I refuse to put up with the abuse. Not every job allows you to do that, but my manager said feel free to step away from someone who cannot calm down. I usually say “if you are unable to remain calm while I assist you, I will have to step away and get my manager”.
I actually had to say to a woman “I’m sorry but I do not deserve to be yelled at, I will find someone else to help you” and walked away. She apparently felt really bad after and didn’t mean to upset me. I think some people genuinely have no idea what they are even saying or the tone they use. But there’s also some people who come into a store to specifically fight with someone.
@@VanCityLuver What if you and your company do deserve the backlash? What if you and the company have really screwed the customer over? In my opinion, companies need to take the hit in those situations and MODIFY their MO's. The majority of the time, companies don't care, are out of line, and don't fix problems. If that's the case, then you bet they're going to get screamed at until they fix their problems. The thumb sucking employees need to stop taking it personally and take it in a business capacity and focus on fixing the damn problem if the company is the one that's in the wrong. It all depends on the situation, and there are a lot of dynamics involved in assessing situations. Using manipulative language and walking away is not a good strategy in my opinion. And you are not above deserving getting yelled at.
This right here 👏. This is what I'm experiencing. Yes, there are always going to be upset customers and you can apologize and usually things are okay in the end. I'm talking about people who literally are unhinged, mentally unstable in the way they speak to you, threaten you, demean you, insult you etc.while I understand situations can be frustrating...There is still no excuse to treat another human being in this manner because your upset. My boss tells me well all you should do is apologize over and over and let them say what they want to say. I have a difficult time letting someone talk to me in an abusive manner. I said to this person who was unhinged, listen I am trying to help you but you will never speak to me or anyone here like this again. Well that set him off more. He actually said because of how much money he spends he can talk to anyone any way he wants... So when do we stop accepting abusive behavior as normal? At some point you have to call it for what it is.
@@TheHare-rv3hjSometimes employees don't have control over how a system works or software works. A front line employee is not the CEO and has nothing to do with how the company itself runs or was created. So no, these employees don't "deserve" to be yelled at for something they don't have control over. No one deserves to be mistreated and it doesn't make them thumbsuckers because they want to come to work and not be bitched at for something they can't control, like prices, sales, or promotions that the customer read wrong. Now if they provide poor customer service, sure but things out of their control that is beyond their pay grade they shouldn't be punished for.
As a professional gardener occasionally you get rude customers, most people are nice. Ive a policy now I don't put up with rude customers as theirs enough nice people to prune the rude ones. I work hard for all my customers and put the effort in to help everyone. Its about respect and some people go though life being rude to everyone, they make their own lives harder and just dont get it, shame as working hard and doing your best gets you a lot further than being mean.😊 1:01
This was amazing. That was brilliant insight cause we didn’t buckle to the demands of an angry & wrong customer. ‘The customer isn’t always right’. The boy didn’t take it personal. He listened to the customer, looked at the shelf & the prices, showed the customer that the customer was wrong & let the customer decide on if he still wants the product. Then the customer can reflect & change. We can keep on practicing this method of handling angry people as a challenge so the help change angry people into reasonable people.
Thanks for your comments! You are right on!
Very professional advice. 👏
I have been working in fast food for 2 years and never had to deal with bad customers until recently.
It was over a BOGO 50% coupon that was only redeemable online or in app, but not in the actual store. Explained it 3 times to her. She still wanted me to honor it anyway even after she realized her mistake, but there was no way for me to scan it or enter the code in the computer, so I had to call my manager to do an override because this lady was losing her mind over a $4 sandwich.
I reeeeeally wanted to throw the sandwich in her face and quit, after all, I really didn't need this job financially. But in the end, I was determined not to lose my job over a $4 sandwich argument either. Her yelling was making me angry and nervous and I was making mistakes as I was making her sandwich because my hands were shaking. She got her way and left the store yelling how we can't do anything right and how we're giving her a hard time.
Thank you for sharing. That is a great example of how everything that everyone does influences those around them. When we follow principles, our influence tends to invite more of the things we want in to our life. When we violate principles we invite more of what we don’t want. I don’t know if you have watched any of my other videos but if not, check some of them out. You might especially like the ones having to do with the foundational principles of accountability, choice and control. Thank you for commenting!!!
This is the way many get something for nothing. I just call my very capable Manager if it's really bad , i.e. customers throwing things or being otherwise abusive , she backs us up .
got yelled at so bad today I needed to search this LMAO
Welcome to customer service and enjoy!
Yes I deal with this everyday Thank you for sharing this
They need a reminder there is still food to eat in earth. They could first of all say thank you more often .
Good advice
I have work in customer service dealing positive and negative influence. My experience was listening to them complaining over petty things that don't matter no more but on the positive side some will give a good feedback. However, I don't forgive what customer done rude things that I'm not going to tolerate this is facts first impression. Lesson learn, no excuse whatever going through in life is not good to take frustration out on other people have nothing to do with their situation.
Just lift weights and get big and bulky and buy a gun. Its wild out here man. People stop givin a crap. Gotta be ready for anything.
Sometimes I do what I want to do. The rest of the time, I do what I have to. - Cicero.
Jeff
What about a customer who intentionally sows confusion-where it is very obvious?
I was retired at 50 ...been lucky in business have more than enough money to never have to work again....took a shop job few hours a weeek .Get out the house meet more people etc...why is it that some people treat me as if im an idiot and they are so much better than me....basically they think they can be rude to you because they assume youd be scared to lose your job..
I do not reward bad behavior by customers. If they get verbally abusive, I point out that I am talking to them in a civil manner and that i expect them to talk to me in the same manner. if they can not comply, I let them know that I am ending the conversation, and they can come get me, when they can talk to me in a calm manner.
I just hit em with the goofy ahh humor and goofiness what are they going to tell my manager that I enjoy my job?
Hi! I work in a restaurant. We sometimes get guests who complain about their food but still want to eat it but not want to pay for it. How would you deal with this?
Sometimes the guest has eaten most of their food but complain about it afterwards although they were meal checked. They often say that they are not happy to pay for it. Please advice, thanks
Thats illegal first of all
@@brokenorbit1832 🤣🤣
You force them to pay anyway, or else you call the police
Watched this beacuse im a manager at a grocery store tried everything to calm a guy who just came in angry and started screaming at people and me making threats towards me and throwing our products at me I work in a place we're these things happen a lot thank you for the tips
You should've called the police
I listened to one of your other videos, it was idiotic at best. I agree 100% on this one. Spot on.
I’m curious to know which one you thought was idiotic :-)
How TF do you cope with a customer that recorded you.
I would tell that customer to get right with God because He is watching you so get With God and Jesus.
起點慢點 真討厭
9:02 "so have some fun with that"🫠