On Customer behavior.

Great Debates
41

That’s funny.

I too remember a store owner who always referred complaints he received on the sales floor to the manager on duty. The irate customer would go to the manager, and report the surly conduct and unsatisfactory service. Sometimes the manager would soothe the customer, and find a solution that was acceptable. Other times she would simply say, (as an example) “I’m sorry, but the policy is that once the item is on sale, the refund price without a sales slip is the sale price. I can’t change that policy.” If pressed, the manager would admit that the policy could be change by the store owner. She would usually add, “He’s really not a very nice guy, so I wouldn’t count on it.” Then she would refer the customer back to the same salesman that she started with. “Bill, she wants to talk with the owner, now.”

I saw it happen several times. It was such a hoot. He really wasn’t all that nice a guy, either. He knew it, too, so he had managers around who were absolute sweethearts. If you didn’t get along with them, he knew he didn’t want you to be a customer all that much.

Tris

“The right to be heard does not automatically include the right to be taken seriously.” ~ Hubert Humphrey ~

42

My personal favorite thing about the vet clinic I used to work at was watching our head tech/office manager deal with asshole customers. They’d come in, make total asshats of themselves, piss Susan off, and then demand to speak to a manager. At that point, she’s smile very sweetly and say, “I am the manager. You have a good day now.” I’d nearly rupture something trying not to crack up in front of them. It was almost as good when they’d get into it with her about something, leave in a huff, and then call to report her to the manager. The whole thing was just priceless.

43

I’m going to second everything everyone in the customer relations business has said here.

I’ve worked in Customer Service, and Tech Support, and I left Tech Support to go back into Customer Service.
(Three years in a convenience store, one in Tech support at a major computer corporation, and two and counting at a major home improvement warehouse.)

The thing is, not only am I a Customer Service Associate, I’m also rather often a customer, so I’ve been on both sides of the issue. I think most of the people that go freakin’ nuts about stuff, don’t realize that, or even, in fact, realize that you are a living, breathing human being. Or they simply don’t care, and decide that you don’t deserve the slightest bit of decency or courtesy. I also know that all CS aren’t perfect holy angels, and can be rude and condescending. Nevertheless, it’s always, always, always, better to contain your temper and act in a civilized manner, no matter how you feel you’ve been mistreated. “Kill them with kindness.” as we sometimes say in the industry.

I’ve actually been threatened with physical harm by a customer, over what was essentially a trivial incident. I’ve also had customers blatantly lie to management about me, in an attempt to get me in trouble (which failed).

Many of the things that people complain about the most are rules and policies, that we at the store aren’t happy about, but have been sent down from corporate, and we are threatened with our jobs if we don’t follow them. I’m convinced there is a group of people who’s job it is to sit around and make up new rules every day. These people also have no retail experience of any kind.

I’m in 100% agreement with Guinastasia. If a customer gets rude with me, any chance of me doing what I can to help them has gone completely out the window. I immediately start stonewalling, and refer them to a manager. Here’s a clue, most of the managers where I work, are hard-asses. If you piss them off, you aren’t getting jack squat. If they can find any way, by the book, to screw you, they will. If you remain calm, and stand firm, and have a legitimate grievance, they will most likely be able to come to a mutually agreeable solution.

Here’s another tip: Never tell a manager “Here’s what you’re going to do.” Followed by whatever… They really, really, hate this. Unless they’re a spineless weakling, you are almost guaranteed to not get what you want.
I sometimes think, if everyone worked in retail for a couple of years, and saw some of the lower points in human behavior firsthand, it would make the world a better place.

44

I only find it necessary to be rude to customer service personnel after they’ve been rude to me. Once you’ve refused to help me politely, I will refuse to treat you with respect (because you have proven that you are not entitled to it).

45

Not a store example but, I have experience in this area. I use a paratransit service to get me from “A” to “B” (and sometines “C”). They have policy dictating that if they are are 30 minutes late, you don’t owe fare. Now, I have a fairly sizable debt to them, and I want to be sure I’m not paying for what they don’t derserve (i.e. a few rides fall into the circumstances I alluded to). My mom thinks I’m being a jackass about this, now I’m merely standing on principal. She objects to this, as each fare is only $2.50. This is irrelevant to me, principle is principle. I also contend if I can’t withold payment via this policy, WHY have this policy. I also KNOW there are much more obnoxious customers than I.