CORPORATE VIDEO- Dealing with an Angry Customer Training
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- เผยแพร่เมื่อ 9 ก.พ. 2016
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I'll never understand how companies allow their employees to be belittled, insulted, berated, yelled at etc, only to keep these assholes happy when they are wrong 90% of the times. Most of the times they have not read the instructions or they have used the product for something it is not intended for. By doing this they only keep this behaviour happening. I hate when they become drama queens, 'I have had it, I am not coming back', well good for you, you don't need to come back. I just don't understand why people have to be so rude. Society is fucked up. Sure at times I have been frustrated but I have never raised my voice or tried to intimidate an employee for something that is not their fault.
Thank you for that statement its horrible how retail workers get treated we are under the stress of losing are jobs due too them if u are as polite as can be
The company let their employees sell their dignity for money's sake. 😑
I realized long ago that you're dealing with the public in retail. Different people, different circumstances, different problems. Most people are awesome and interesting but some people have bad days. Sometimes they lash out at you and apologize. Other times they pour their entire world of problems on you and release their anger. They feel they can do that because to them they know you have to be submissive to keep your job. They subconsciously see you as less which is why I always present myself as a man first. It takes practice. I crack sex jokes when ringing up cops. I crack drug jokes when ringing up teenagers. I talk about life when dealing with older customers. Its risky but I try to get people to see me as a man first. It helps a little bit but you see different faces every day.
Especially when 99% of the time it's not the employee's fault. Exactly yes.
"I just don't understand why people have to be so rude." Usually they had a bad day and feel like taking it out on someone else, but i'm not your whipping boy. Not today. Others, I think, are/feel powerless in their real lives and want to feel powerful by bossing you around. And they are allowed to boss you around and be rude to you because of the whole "the customer is always right" philosophy.
As time goes on, I learn more and more about how to deal with these assholes.
I had recently had one customer that asked me a question and then another customer came up and asked me a question too and I was in the middle of two customers asking me something at the same time, so the first lady was like, "Hey!!! I'm talking to you!!!" And condescending and ordering me around. Oh, hell no. So, I reflexively responded with, "I'm thinking!" When she realized i'm not one to be fucked with, she changed her tune. I helped her out, and by the end of it all we were polite to each other. "Have a nice day" and "thank you" and all. I certainly don't suggest blowing up like that but it worked in this case and I didn't get into any trouble over it. Just didn't feel like tolerating that shit.
Then another was trying to take her anger out on me the other day. She angrily complained about why we did or didn't do something. I started to "explain myself" to her, when I got out one word "Because..." then I immediately stopped myself and just said, "Is there anything else I can help you with, ma'am?" And she didn't respond so I walked away. I'm not going to play their games anymore.
where can I buy the robot behind the counter?
Amazon
😂😂😂
Right?! 😂
i went back to the video to see if there was some cool robot in the background - then the penny dropped 😂
You call this aggression ? I have been in the service industry long enough to say that this is one of the most gentle and reasonable way of expressing dissatisfaction 🙄
Oh yeah! Didn’t even hear a single F bomb in the video.
Bassman Dan ya all of my complaints involved them saying I'm being unprofessional with the f bomb in every sentence
Dude it's just a demonstration
I think he is not an American.
i agree
haha ideally the customer will leave with a happy drill, but in reality, this customer is going to want their money back AND the drill hahaaahahah
Erica doko
And compensation for gas money, aggravation fee, free gift card from corporate, and at least two employees fired so he feels like he accomplished something.
So true! Lol
Where can I find a customer that is that reasonable???
they have title video " how dzal with reasonable customer not angry ahhah
RIGHT this doesn't happen lol XD
Trick question, reasonable customers dont exist 😔
That will be the day
Canada eh
I work in retail, and can definitely confirm how unreasonable some customers can get. I suppose “good customer service” these days means taking people’s crap.
I had a asshole bitching and moaning about how rude everyone in the store was because they don't remember his name, while a laddy was building a product out of the box for him which she was not required to do. This guy was a dick and everyone remembered his given name. THe short asshole with grey hair. He tried to pay with a card another day. Register asked me to see his id. I asked. He said why. I told him the register prompted the question. So the Id was another 10 minutes of arguing.
Step one: hide under the counter and wait for the customer to leave
Emma Stewart lol good step maybe we will Film one for that
Lol..omg this is a good one 😂😂
LOL.
What if he does’t want to leave?? LOL
Good Idea, but it's impossible to do that on a call T.T
If the customer is going to degrade your employees in such a way, then the customer should be banned from the store. That is unacceptable and pathetic!
Rob Rob I'm guessing you have not been around nasty people much. The fact is that he never crossed any line. He was mildly aggressive but usually when someone brings a product back, it can feel like a potentially confrontational situation and they want to project that they are not to be taken for a ride.
Rob Rob I AGREE! Whenever a customer is abusing me I feel like telling them to get the fuck out...
It's bad for business
I bet you don't.
Shut up
Hardly apply customer forehead to counter until customer becomes quiet
honchoryanc
Then wrap the customer in plastic and store calmly in the back
After customer regains consciousness reapply forehead to counter if needed, then calmly sell them to your nearest butcher shop!
Break it down and put it back in the display
Love it
When customers are going on an abusive tirade, i just say: *yes, mmhmm. I understand completely. I do apologize for the inconvenience that this has caused, this shouldn’t happen and I understand your frustration. Please give me a minute while I see how we can rectify this situation. Thank you. I appreciate your patience and again, I do apologize for any inconvenience.*
But in reality I didn’t even listen. I’m probably thinking about what I’m going to eat when i get home and cursing you out in my head while i call my manager lol.
exactly! the quicker the customer is out the faster i can go back to doing nothing.
i don't understand why shops, big and small, put up so much of a fight most of the time. "deescalate and escape!"
😂😂😂😂😂😂😂😂
imagine the 3rd drill stopped working when he got home.
It is not often this ideal. Some people will just rant and rave and cannot be pleased no matter what.
80sBorn
Thats when you tell them to fuck off using the formal business language
Elijah 314 I just tell them, “Have a nice day.”
Yeah right! They just say "STOP APOLOGIZING AND FIX IT!"
J Allen lol right? If I tried to repeat a customers concerns like that theres no WAY they wouldnt interupt and be like "fix it!!!"
msmusik2 haha me. they told me "Yea are you stupid or something"
You should, say, "Stupid is as stupid does." in a Southern accent. and then say, " My mama always said, life is like a box of chocolates. You never know what you're gonna get."
In reality rude costumer don't give a fuck, they are just obnoxious and they don't care about what you say... sometimes they are just after goodwill gestures
Mauro Rodrigues very true
No receipt no refund no return no replacement golden rule
Yup it’s most a policy in a lot of business so no matter what they do , if they don’t have their receipt , u can’t do nothing
Actually sounding like a robot calms people down because it sounds like they heard it all so many times and they are so sick of their job that they lost all emotion and the angry customer feels bad for them and realizes their own lives aren't as bad as this soul-less customer service machine behind the counter they get in a better mood and just leave
I have never seen a man so genuine as this guy, he's really a man of his words
2:32 like hell a customer ever admits that
Most customers that are angry demand free things or a discount when unsatisfied.
I was expecting him to ask for a discount or store credit
This is a great example of how to conduct your self when it comes to angry customers! Thanks guys good practice and good role playing !
Dmytro Kovalskyy thanks appreciate that !
This video is just basically saying let the customer degrade you and make them happy
Jalen Mitchell usually I just call for my manager and deal with this
@@inosurrender8327 yeah
No receipt?
How about charge the battery for a few hours before first use?
The Federal Farmer True. There was no receipt, no box and no proof the man didn’t damage the item himself, expecting a replacement.
You’re leaving out the part where they demand something free or at a huge discount and then when you tell them no it continues lol
he didn't even say "have a nice day".
This is unbelievable, just letting customers belittle your hard working employees to have them pleased. You should care about your employees as much as you do customers, seriously.
Don't you know we have too much employee applications but lesser customer applications?
Also remember we pay for the employee, but customer pays us.
@@user-wu1jc7zr4y you're literally proving my point
@@jalenmitchell9218 I proved you are wrong. You said //You should care about your employees// and I proved that why we must not care about employees.
@@user-wu1jc7zr4y you see, you are part of the problem, you would let your employees be abused all for your own gain.
Sometimes repeating it back to them makes them even more mad. Just saying. Always check for a receipt or proof of purchase. Find out why a certain product doesn't work, is it something they did? Is it a real manufacturing issue? Or is it something simple like it is missing batteries.
Also a few helpful tips:
1) don't leave your post without notifying someone or having someone be able to cover for you. This mainly applies to when you're on the register but it also applies if you were doing a task before the customer came up.
2) read their body language. Sometimes you get people who honestly would like a refund for a faulty product. However, there will always be someone trying to scam the company to make a quick buck. If they are being over dramatic or degrading you for something you had no part in, try your best to remain calm. If you feel threatened call a manager or if it's bad enough mention to call the police quietly to your manager.
3) Consider how often these things occur. If it's a constant thing, then consider why. Is it because management decided that its better to just give in? Is it because of your area/store? Or is it a specific person or group? Then consider if that's where you really want to keep working.
4) Be as nice as possible. There will most likely be a camera on you somewhere and that can work in your favor. Be genuine in wanting to help but remember that there is only so much that you can do. Don't be scared if they threaten to leave or stop shopping there. The entire store won't even notice their individual sale.
5) If they threaten to call Corporate, let them. They most likely won't and if they do then you should be able to show them footage, receipts, helps to have a manager who witnessed the event to back you up, or anything you can think of.
I personally think retailers should have the freedom of telling a customer to stop disrespecting them without getting into trouble.
That wouldn't be defusing a situation though, that's more like saying "Stop crying" to someone that is visibly upset, it's like rejecting their emotion. You as a sales person have to understand their frustration, because their mind is loomed only with negativity at that moment, so for you to tell them to STOP is not going to work whatsoever.
Instead, offer help, sympathize and learn to be in their own shoes for a second. They are not ANGRY at you. And their threats and swearing only reveal of their character, if you respond with negativity it shows a lot about what kind of person you are.
@@nowmore8216 no one’s gonna sympathize with customers who are yelling at them lol
Sadly if that was the case companies would go out of business. Just suck it up and hope you do a good job.
Unfortunately this is not always the case. Most times customers come back wanting a new drill and partial refund or total refund which is absurd.
I wish all angry customers were like this, simple and easy to deal with.
this does not work lol.
20cococutie It really doesn’t. I learned never to pay attention to training videos, lol. They’re so staged, it’s ridiculous.
tell me about it? I'd like to help you achieve what you need. Let's work together to make your experience here in youtube better.
@@jerrydelcano
lol
I see what you did there. Nice.
@@mrtwister9002 finally.
Sigma Nayo 💯!
First of all.... Check the drill and show him how to use it.
This is worse case scenario. I've had this type of customer before - maybe twice in my life. But we have to be realistic, there are people out there who behave like this and we have to teach our teens on how to solve problems without losing their mind or their job.
Thank you for this video, I'm using all 3 for lessons in my classroom. :)
Yes, these are great suggestions (some of these steps are actually part of our customer service training where I work), but sometimes the customer just DOESN'T want to hear it and they choose you and everyone else around them as an emotional punching bag. How do you deal with that? Sometimes you just can't take control of the situation. You can't control other peoples behavior, no matter how accommodating you are. What's worse is when they start name calling, and you had nothing to do with the incident that was started in the first place.
Some customers just need a right punch! I've worked in retail for years and I've had nothing but abuse and bullied! For absolutely NO reason! There should be more restrictions towards the workers so we shouldn't take shit from people who just come to shops to harass workers!
In this video is slightly different, the drill didn't work and fair play he paid for it. There are some customers who will come in shops just to start a fight! And those are the ones who need a right kick in the groin... Thank you for shopping now leave!!!
just walk away and get a manager, thats what i do lmao
You can’t always call the manager. I got yelled at, for Shoprite cashier as I was calling the manager. She’s like “you can’t call me anytime I come here.”
@@eugenayoum4182 that's a good point, it's sometimes better to just try to handle the situation yourself or perhaps another coworker
@@kelvinrods6888 isn't it a manager's job to deal with an angry and unhappy customer? They get paid a lot more.
@@eugenayoum4182 who yelled at u? The manager because u called her for help? She's pathetic
@@blue_red_screen absolutely
The amount of customers that come in and say this tool is broken I want a new one, throw in a battery and it works fine is hilarious and its so hard to not laugh when you see their face.
and the oscar goes too....the angry customer! great job .. chewing gum adds to it
I would get on the intercom "security!!"
Yo shout out to all my workers in retail, you guys are AMAZING!!!
In my job (I cannot control what 'sells' and what doesn't) business is different every day, because I could not provide a product to a customer, fortunately that product will be on the shelf the next day...I was then told (by the customer) to 'go shoot myself'. It is kind of ridiculous! Because employers do take the customers side and unfortunately the abusive ones too.
Another note I truly appreciate the customers who are kind, respectful and patient
excellent video and this is definitely how it's done
I really like how the last video published from this channel is titled, “Baby Yoda the Savage”
Marco Godinez because baby Yoda is a savage haha! The Corporate videos are only a part of my channel what I do with my business I have a wide variety of things on here if you’re ever bored check out my comedy Horror show Berhma on my channel
i learned that you have to really be flexible in how you deal with customers. you have huge volumes of interactions regularly, so you'll have to have a variety of methods cause people are different
customer wants a soln already? cst wants to be heard? cst wants to belittle you? you gotta adapt. sometimes tone and body language works, sometimes no.
ive been told that sometimes customers just want to vent, either that doesnt happen or im more socially ignorant than i thought. dunno about that
i like phrases such as "ok ill find a soln to the problem" followed by "i hear ya..." as i am working. depending on how sensitive the cst is (you know they are) this might not fly over well as they may "want to be heard" or something more. also depending on the worker this might not be an effective strategy (but i dont care)
it's never this smooth in real life,but good simulation anyway
This training video sucks. Approach an angry customer like this and you'll likely antagonise an already pissed off customer.
mindscape reality
I understand your concern, 😁 and I definitely apologize for any inconvenience this may have caused. 😁 You can call the 1(800) number on the back of your receipt, they may be able to help you. 😁 have a nice daAAaay! 😁
mindscape reality well this is called a rational interaction can’t help the fact that some people are just mentally unstable to be in public within our society
an excellent method. i'll use this even for my online customer complains.
I encountered 2 aggressive customers on two different occasions.One kicked of because I had to turn the till's belt on in order to scan his groceries even though the shop had shut 15 min ago and on the other I closed a till as ordered by my supervisor and got nearly hit with a shopping trolley by a "lovely lady"
Very great video!!! Thank u!
The steps in this videos are valid. While everything doesn’t work in every single situation, most of the time it will help more then hinder.
I once repeated a customer’s complaint to make sure I got it right and this old lady straight starts yelling at me about how I was an idiot and mocking her asking me if I was deaf ...never did that again
Hehehe
thats really professional! i rly liked it
Plot twist: the man never bought the drill. He just picked it off the shelf.
I’ve worked in customer service for over 40 years… Anymore, when people say stuff like this, I’ll show them the way to the door. Societies gotten to the point where they’re OK with what’s not OK, you get yelled out, Custimet, stream that, and you’re supposed to take it and if you stand your ground and be firm then you possibly our fire. I left carpet America versus very reason not a
Going put about anybody’s BS any more
working at walmart and living in a area where people are assholes and highstrung it’s very hard for me to stay calm 🤬🤬 plus i have a short temper
There are two kinds of people. The first kind of people are just frustrated and need to vent their frustrations at you. This is fine because they're not mad at you. The principles of this video works just fine for these kind of people. The second kind of people are using insults and are just being mean to intimidate you in giving them what they want. I always tell these people they need to stop being rude, or else I won't help them. This throws them off, as their tactics are not working. If you apply the tips in the video to the second kind of people, it won't work. They will just make fun on you.
This is just waaayyyy too robotic man, customers get away with wayyyy too much nowadays, and i don't think it's fair on retail people
what isn't fair is that workers don't get paid livable wages. "broken drill? take this and get out."
Not accurate. Needs more swearing, and "I'm gonna get the manager on you!" along with "I am so getting you fired for this!" and sometimes "I'm suing this company!"
Also, the customer would never be so reasonable as to apologize for their reaction. If anything they'd double down even with the assistance and leave with some final snide remark.
I am just wondering how to deal with rude customers while being autistic. I do actively listen to their problem but I still get treated like I am not listening. Its worse when you have customers that aren't aware that autism exists.
Great job!
Jeez those two need to get a room 😂😂
Thank u! Very useful for my college assignment!
Yeah that was great. Like it
"I'm gonna take my custom somewhere else !" "Great, bye-bye !" Problem solved.
Great video thanks for sharing
“I’m sore-ry.”
Definitely Canadian
Lol you know it Eh
I recently purchased spark plugs for the AutoZone down the road from me. The store manager sold me the wrong spark plugs and told me to gap them at .045 instead of .035. The plugs burned out within a week. They also made the engine run hot, rough and backfire which burned out the distributor, distributor cap,coil, rotor and alternator. I went online and discovered that the plugs he sold me weren't made for older vehicles like mine and have caused the exact same damage and have even destroyed motors. I have spoken with both the store manager as well as the district manager and have gotten no resolution to this situation. I'm very disappointed in the lack of professionalism, courtesy and matter this was handled. I have sent an email to the corporate office and waiting to hear back
.....did you charge the battery?
“Is there something that I can do that would make this right?”
*customer unzips pants*
Thanks, this video helped me a lot
This is not how a customer would respond. The moment you try and respond, they'll be huffing and puffing, and in some cases shouting. They rarely thank you. Even if you help them completely. In most cases, they'll interrupt you before you finish half of what you're "supposed to say"
Before we deal w/ customers, let's deal in finding a reasonable and "Open-minded" customer first. They deserve a good service to begin with.
I work in retail & some times customers don't want to hear what you have to say and would rather have you get to the point and help them. The phrase "Customer is always right" at the end of the day is a bunch of bullocks. Your right though, keep calm & don't raise your voice, ask the customer what the problem is with the product (or if they followed certain instructions correctly....even if it's common sense, for example: charging a new battery for the electric drill) just don't come off as if your patronizing them. If the situation gets out of hand, ask your manager, supervisor or whoever is in charge. If the customer is becoming aggressive/hostile, ask them politely to leave the premises. We're all human, so treat each other like one.
Now that is how you role play!
I always try to be understanding but I will definitely never apologize for a mistake I had no influence on, makes no sense to me
I totally understand the customers frustration I would be annoyed too! The employee handled it well
These experiences are good training grounds (for employees) to practice the art and discipline of stoicism. Lord knows that this is easier said than done, but you will always be correct when you stay calm, collected and professional when emotionally immature customers come into your business.
Yup these experiences are a big help in self development as a worker. I’ve been working in Food n Beverage Industry and I’ve encountered a lot experiences like this to the point where I’ve grown a thicker skin. Not only from the likes of dummy customers but also when GM’s and Supervisors are called to the matter.
Seriously pissed off with this kind of customers. But I am sure they won't come back anymore.
As soon as I saw the title I was hoping it was fake but it wasnt so I knew it would become a meme lol😂👊
This is a meme??? Where show me haha
@@JMC-The-Director lol butthurt much read the comments boi
@@Kavod24 wasn't butthurt at all bud read my comment...I was asking wear didn't know comments were memes......durp
@@Kavod24 I was actually happy people made a meme of it....boi
@@JMC-The-Director you sure are booty tickled sending comments left and right responding lol dont hide the fact your panties are twisted funny comments mocking the video are memes peace✌
No need for the customer to get angry. It’s not the end of the world people
I wish I had training like that. My day today didn't go all that well.
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.
thank you it is very helpful
I wish they also had videos about what to do when employees are rude to us because that happens too. Last time I went to the store to buy bolony and other things for snacks for work. When I got to the line with my basket and put my itmes down on the conveyor belt, the employee told me, "go put the basket over there". I always do that at the end, not in the middle of my purchase. I had to put my wallet away and as I was doing that, she yelled at me, "go put the basket over there!" All I said was I'm going I'm on my way. As I was putting the basket over there, she asked, "will u need a bag?" I said no. And when I came back she yelled, "will you need a bag?!" even though I had already said no. Ok train me on how to always remain calm in this situation. I was calmed this time, but next time I might talk to the manager. Thank you.
Vanessa Bayardo because 99% of people fucking leave baskets in the way of cashiers it’s hard to work when they’re in the way and who do you think has to put them back? and maybe she didn’t hear you say no to the bags since you were a distance away. now maybe you’re part of that 1% of decent people who put baskets back where they belong but when you set it up on the counter like that its a huge indication that you’re going to be just like the last asshole who left his basket in the way of the cashier it’s not rude it’s common courtesy
Thanks!
Literally was waiting the entire time for him to ask the customer if he charged either of the batteries...
😂😂😂😂😂😂
Excellent CX service
I usually start having a panic attack and run to the nearest manager.
I work at a trampoline park and whenever a parent goes off at me for enforcing the rules I feel like saying "Are you seriously blaming the fifteen year old supervisor for doing what their boss told them to do?" If you ever get frustrated at a company, PLEASE don't take it out on an individual employee because that's going to get you fucking nowhere.
Ok we my first thought was yes he handled that well but ,where was the recipient or decusion of what was he using noth drills to cause them to stop...ive had to get some pppl to sign a recipt copy of a replacement.
Other stores will advise if its under warranty you send it to the manufacturer for a replacement.
Usually it’s about 15 minutes of pointless arguing and they always leave
Who else woulda bashed the clerk with the new drill just for being cute?
I can apply some of these but I work in a thrift store.
That customer isn't angry at all. Tss. He's actually kind, duh.
Our customers just keep on yelling and DOESN'T EVEN LISTEN a bit.
Nailed it
I work in a store similar to this (leaving next week) and 85% of costumers that come into the store are like this... the other 15% are nice, polite and calm.
also only 25% of the costumers that come in pissed leave in a calm manor after helping them, the rest are still rude and annoyed when they leave.
Reason why this type of job, for simple that it might be for some other people, is not for everyone.
0:54 arms crossed and chewing gum, yup looks about right, lol
wow now I want that drill
magnificent
It's actually pretty rare for a battery powered drill to be non-functional. Not once, but twice. Battery operated drills are fairly simple devices. And with DeWalt drills, you can bang them up and they will still work.
Customer: I know what I was a complete arsehole to you but because the customer is always right, it's your fault and I'm not going to apologize for my behaviour.
Sactacrack is a professional in his field much respect sir💯💯
this never happens
Nothing can portray just how idiotic and rude some customers can be.