Yes it’s kind of affected naivety high road. You just assume the best of the person trying to be insulting and give them the space to explain themselves, because we’re all reasonable adults here and surely they must have a good reason for their behaviour.
That is not how you deal with angry customers. FFS, I’m getting mad thinking about some simpy little ass-kisser coming at me all sweetness and light.
That tells me several things:
You aren’t listening to me.
You don’t give a fuck about my problem.
You’re not going to do anything about my problem.
You have no empathy and I’m just a number to you, not a real human being.
Now I want to talk to your superior. And I’ll do about anything to avoid that bull shit.
Acting like this is how customer-facing people get their ass chewed. Hell, I all but get mad right along with the customer!
“Wait a minute, stop. Are you telling me (repeat the highlights of their getting screwed story)?!”
That’s a powerful way to get on the same side, and if you’re good, your are on the customer’s side. Also, see how I asserted control over the conversation instead of letting them build steam? Your method is an industrial strength, demon powered, steam boiler.
But what if the complaint is somewhat irrational?
“Yeah, I get it, same crap happened to me (when… offer a true one-liner story of a similar woe you experienced). Look, that’s just how it is when (offer a true explanation for the issue, understaffed or whatever, but keep it low-key or you’re giving them more removed ammo).”
If I got a feel for the person, I may even borderline cuss under my breath. “… oh for … sake… Did they really tell you that?!” I may actually cuss if it’s that kinda conversation. This let’s them know you care, you’re engaged with their story.
I could go on forever, and I have the experience and background to back it up, but here’s the only thing you need to know to win with customers. Are you ready?
Treat them like an acquaintance, maybe a friend of a friend who came to you for help. Because they came to you for help and it’s your job to provide that help. If you can’t treat your customer like a real human being, get out of the business.
“And sin, young man, is when you treat people like things. Including yourself. That’s what sin is.”
“It’s a lot more complicated than that–”
“No. It ain’t. When people say things are a lot more complicated than that, they means they’re getting worried that they won’t like the truth. People as things, that’s where it starts.”
“Oh, I’m sure there are worse crimes–”
“But they starts with thinking about people as things…”
–from Carpe Jugulum, by Terry Pratchett.
I’m pissing in the wind here. If y’all won’t take instruction and insist on being bullied, go on with your bad self. Personally, I had my ass beat quite enough in grade school, so I learned some social skills.
Your tips are good if the customer is rational, or if the compensation is worth the effort of that.
I’ve worked a lot of retail, and sometimes there are just irrational people, though. Many angry customers do deserve the bare minimum. I’m not going to sympathize with them if their problem is their own fault, or if it is something minor that wasn’t anyone’s fault. I’m also not doing it if they want to be rude about it.
Some jobs also don’t pay their employees or give them enough benefit to do more than the bare minimum. These kind of jobs are not worth the stress or mental energy.
You have to be compensated appropriately to learn how to deal with your fellow humans? So those people are “things” to be dealt with on a transactional basis? Sounds “Trumpian”. I was quite happy learning interpersonal skills that didn’t get my ass beat, found the skills I learned invaluable, but you do you, keep on keeping on.
“Oh, I’m sure there are worse crimes–”
“But they starts with thinking about people as things…”
Yea, I mean I didn’t show up at my retail job to socialize if that’s what you mean. I didn’t say that anyone should be rude to anyone, just that they shouldn’t have to act like a concerned family member or whatever the other comment said.
If someone can’t handle basic social circumstances, that person shouldn’t be public facing. It’s the basic job description.
There is a gigantic difference between handling basic social circumstances and acting like a complaining customer’s best friend or family member.
The basic job description for most of these retail places in regards to customer service is to answer simple questions and refer people to management if they have an issue with the store or product. If you are doing more than this as a basic retail clerk, you should ask for a promotion.
I am not saying to be rude, at all. Just don’t do more work than what you are being paid for. Maybe you live in a place that pays retail employees fairly, and the effort is worth it. I most definitely live in a place that does not pay them enough to deal with some of that crap.
Nope. Here’s how talking to them like a human works:
“C’mon man! Where did you buy that thing? Here? Get me a receipt, or at least pull one off the shelf, then I can help. C’mon, give me something to work with here!”
See how I put it back on them to take action and took control of the conversation? "You do a thing, I’ll try to help from there. Quid pro quo, super simple stuff.
YMMV depending on the store’s policies and the customer, but you get the idea. Do not ever back down on bullies, call them out while offering options. A hard “NO” is always a fail.
My first tech support job, had a guy going off on me about a thing, think it was where we had genuinely done him wrong. I’m new, I’m stunned, not used to being talked to like that.
“Wait a minute! Sounds like we “fucked up whatever”, and I got ideas on fixing that, but are you mad at me personally?”
And then I shut the fuck up, let him struggle. (Didn’t plan this, just spurted it out.)
“Well… no… it’s just a very frustrating situation.”
“I’d be mad if I was you. So look, let’s start over and nail this down. I have a couple of ideas, but I need to get the story straight.”
I’m empathizing, I’m listening, and I’m not pretending to do so. I really am. Customers smell fear disingenuous bullshit almost more so than fear.
“C’mon man! Where did you buy that thing? Here? Get me a receipt, or at least pull one off the shelf, then I can help. C’mon, give me something to work with here!”
When I worked in retail my manager would’ve written me up for talking like that
Word, I worked at McDonald’s for 5 years and anytime someone said something I was like “yea isn’t this some bullshit huh? Ah well, human error, happens to all of us. I’ll go get you sorted out.”
It’s better to redirect the anger into the void than to take it into yourself. I wasn’t paid enough to take that shit head on.
That reminds me of arguing with some unhinged folks back when I worked retail customer service.
I would kill them with kindness and for some reason they would get madder that I was calm while they were screaming.
Same vibes here. “I don’t get it” while calm and deadpan would make them smile and explain. Then they’d snap as you repeat.
Mmm, takes me back to my retail days.
Yes it’s kind of affected naivety high road. You just assume the best of the person trying to be insulting and give them the space to explain themselves, because we’re all reasonable adults here and surely they must have a good reason for their behaviour.
That is not how you deal with angry customers. FFS, I’m getting mad thinking about some simpy little ass-kisser coming at me all sweetness and light.
That tells me several things:
Acting like this is how customer-facing people get their ass chewed. Hell, I all but get mad right along with the customer!
“Wait a minute, stop. Are you telling me (repeat the highlights of their getting screwed story)?!”
That’s a powerful way to get on the same side, and if you’re good, your are on the customer’s side. Also, see how I asserted control over the conversation instead of letting them build steam? Your method is an industrial strength, demon powered, steam boiler.
But what if the complaint is somewhat irrational?
“Yeah, I get it, same crap happened to me (when… offer a true one-liner story of a similar woe you experienced). Look, that’s just how it is when (offer a true explanation for the issue, understaffed or whatever, but keep it low-key or you’re giving them more removed ammo).”
If I got a feel for the person, I may even borderline cuss under my breath. “… oh for … sake… Did they really tell you that?!” I may actually cuss if it’s that kinda conversation. This let’s them know you care, you’re engaged with their story.
I could go on forever, and I have the experience and background to back it up, but here’s the only thing you need to know to win with customers. Are you ready?
Treat them like an acquaintance, maybe a friend of a friend who came to you for help. Because they came to you for help and it’s your job to provide that help. If you can’t treat your customer like a real human being, get out of the business.
–from Carpe Jugulum, by Terry Pratchett.
I’m pissing in the wind here. If y’all won’t take instruction and insist on being bullied, go on with your bad self. Personally, I had my ass beat quite enough in grade school, so I learned some social skills.
https://theoatmeal.com/pl/senior_year/pe
Your tips are good if the customer is rational, or if the compensation is worth the effort of that.
I’ve worked a lot of retail, and sometimes there are just irrational people, though. Many angry customers do deserve the bare minimum. I’m not going to sympathize with them if their problem is their own fault, or if it is something minor that wasn’t anyone’s fault. I’m also not doing it if they want to be rude about it.
Some jobs also don’t pay their employees or give them enough benefit to do more than the bare minimum. These kind of jobs are not worth the stress or mental energy.
You have to be compensated appropriately to learn how to deal with your fellow humans? So those people are “things” to be dealt with on a transactional basis? Sounds “Trumpian”. I was quite happy learning interpersonal skills that didn’t get my ass beat, found the skills I learned invaluable, but you do you, keep on keeping on.
Yea, I mean I didn’t show up at my retail job to socialize if that’s what you mean. I didn’t say that anyone should be rude to anyone, just that they shouldn’t have to act like a concerned family member or whatever the other comment said.
Then continue to get chewed out and everyone walks away unhappy and stressed out.
If someone can’t handle basic social circumstances, that person shouldn’t be public facing. It’s the basic job description.
There is a gigantic difference between handling basic social circumstances and acting like a complaining customer’s best friend or family member.
The basic job description for most of these retail places in regards to customer service is to answer simple questions and refer people to management if they have an issue with the store or product. If you are doing more than this as a basic retail clerk, you should ask for a promotion.
I am not saying to be rude, at all. Just don’t do more work than what you are being paid for. Maybe you live in a place that pays retail employees fairly, and the effort is worth it. I most definitely live in a place that does not pay them enough to deal with some of that crap.
I understand sir but we can’t accept returns for items you didn’t purchase from us is there anything else I can help you with?
Nope. Here’s how talking to them like a human works:
“C’mon man! Where did you buy that thing? Here? Get me a receipt, or at least pull one off the shelf, then I can help. C’mon, give me something to work with here!”
See how I put it back on them to take action and took control of the conversation? "You do a thing, I’ll try to help from there. Quid pro quo, super simple stuff.
YMMV depending on the store’s policies and the customer, but you get the idea. Do not ever back down on bullies, call them out while offering options. A hard “NO” is always a fail.
My first tech support job, had a guy going off on me about a thing, think it was where we had genuinely done him wrong. I’m new, I’m stunned, not used to being talked to like that.
“Wait a minute! Sounds like we “fucked up whatever”, and I got ideas on fixing that, but are you mad at me personally?”
And then I shut the fuck up, let him struggle. (Didn’t plan this, just spurted it out.)
“Well… no… it’s just a very frustrating situation.”
“I’d be mad if I was you. So look, let’s start over and nail this down. I have a couple of ideas, but I need to get the story straight.”
I’m empathizing, I’m listening, and I’m not pretending to do so. I really am. Customers smell fear disingenuous bullshit almost more so than fear.
When I worked in retail my manager would’ve written me up for talking like that
Yeah I try that first, but if they’re just looking to berate someone who’s paid to put up with them then they just get the customer service mask
I don’t get it.
Word, I worked at McDonald’s for 5 years and anytime someone said something I was like “yea isn’t this some bullshit huh? Ah well, human error, happens to all of us. I’ll go get you sorted out.”
It’s better to redirect the anger into the void than to take it into yourself. I wasn’t paid enough to take that shit head on.