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| *Ostroff, Fair and Company>>>Marketing & Sales |
Customer very angry shouting at my sales staff,what shld i do? |
Customer very angry shouting at my sales staff,what shld i do? first, set aside the customer in a discreet place where other people will not be able to hear her shout (you dont want to scare off other customers). get her attention by apologizing if there was any inconvenience the store has given her and ask her the details of her complaint in a calm way. let her speak, dont interrupt (when people are interrupted and confronted when they are angry, they dont back down and get even angrier) and try to speak minimally. this will calm her down and assure her that you will investigate the matter immediately. at this point, you can now ask your staff her version (if possible without the customer hearing). from there, after hearing both sides maybe you can now come to a decision. man up and kick the customer out. You need to protect your employees. Kindly ask the customer to calm down. If they don't do it, then politely ask them to leave. if they create even more havoc and mayhem, threaten to call the police. That's what i do when people get mad at my associates. Be nice, but tell them to back off. Remind them, that if there is a problem, then they need to work with you. If there is a problem with your staff, it is your responsiblity to handle it, not theirs. I had a boss once that would hang up on phone calls from customers who yelled and cussed. He would give them a warning, and if they still continued, he would ask them to call back when they could be polite, and hung up. NO ONE NEEDS THAT TYPE OF BUSINESS Demand the same respect from your customers that you would demand from anyone else. |
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