Dealing With Angry Customers
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- เผยแพร่เมื่อ 1 มิ.ย. 2009
- PREVIEW ONLY - NOT FOR TRAINING. Keeping customers is as important as getting them. This training video demonstrates a simple method for dealing effectively with angry customers. First, deal with the person; then, deal with the problem. This program shows how to deal with customers who are face-to-face and over the telephone.
A Throat Punch is a powerful customer service tool. It let's the customer know that you are not in the mood for their bullshit. Be sure to thank her and invite them back again.
Lol
🤣🤣 but you would loose customer if you do that
Rofl
What if she had bought it on line and on the other side is a machine that gives you endless options and at last phone is disconnected to start all over again?
This is actually a pretty useful video. That first scenario is way too realistic. I'm having retail flashbacks.
right
Alicia Kistner-King
Lolz 😜
If you are (or look like you are) at least 30 something yrs. old, what out for, and step in to help younger co-workers, if you can. I worked with teens and twenty somethings at a fast food restaurant, and the angry customers were frequently worse to the younger workers. You know they're bullies when they improve their attitude just because someone older takes over.
Well 30-something isn’t exactly “older” as in old like you make it sound. These days it is quite young. You make it sound old.
I hated working in retail because of people like her. I wasn't paid enough to "understand your feelings"
Thats why when i get another job it will not be in customer service.
@@myplaylist7007 Sadly, service jobs are about all you can get anymore.
Haha, customers are never understanding! They really do make it personal. This woman who accused us of charging her extra (we didn't) insulted my brother's appearance! She caused the problem!!!
Agreed.
This actually made me laugh out loud. That's one thing this video did wrong. After 6 years in retail I have learned you NEVER promise a customer anything. I have seen way too many issues arise that are completely out of my hands (i.e. shipping delays, backorders, ect.) and there is nothing I can do about it.
What would you do instead?
@@Dylanisa_BasketCaseWhat would you do?
Angry woman: “No one cares about quality anymore”
Salesman: “I know”
😂😂
"Listen bitch"
abbath1586 Listen bitch, any more cheek and your getting your specs smashed.... now how can I help you....
Curtis A.R oh how I would love to say that. But I want to eat and still earn money.
I walk away from customers like this. I refuse to take any abuse.
Same
NoNoNoNONO! Clerk should have NEVER promised a delivery date that was completely out of his hands. What if the shoe shop was backed up and couldn't deliver? The customer's expectations were not met as PROMISED, and customer would be angrier than before. He should have assured the customer that the shoes SHOULD be back day after tomorrow and offer to call her if that changed.
There are always alternatives. I bought a handbag for my wife that ripped. The shop attendant was the only person there so she said that the shoe repair stall in the mall could do the job. I went there, did some shopping, returned for the bag, gave the receipt to the shop assistant and she gave me the cash... that's good service. IMO. Repairing a shoe is 10 minutes work if that.
If you say 'should' to an irate customer, prepare for the call to take much longer.
+bucktoff1 Maybe the black salesman would be off that day and she would have to deal with that lazy asshat who hid behind the register and snuck off. ha ha
The guy probably will calling in sick that day and problem is solve for him. He is getting paid by the hour so whether her issue is solve or not ehhhh. At least he was off and he was able to go to the gym and do his thing
The opening was perfect.
it never works out like this lol
nilbog12 Totally agree with you, there's been to much focus on the best customer service and now it's become a hostile confrontation no matter what you do. I had a guy call in once to order vitamins and the first thing he said was he's gonna torture me over the phone... what kind of person would call in for help and then talk like that.... many, some call to just talk they never order, had a lady chew me completly out because we closed our main office so calls were routed to another service provider we were celebrating the 4th of July, anyway she got real angry and ended up complaining about me to the supervisor... supervisor tells me later that she has called in and wasted 60 hrs of phone time with reps and hadn't ordered a thing, she was banned but about a year later she was allowed to call in again and talk with customer care reps only.
Don't 'promise' customers anything, it there's a screw up somewhere they will never trust you again.
Man oh man, people really do act that way. As someone who's been doing retail for a year, I can say for sure that these kinds of people are deserving of a nice back handed slap for being so disrespectful. It's true though, you have to put yourself in their shoes (no pun intended) and understand why the customer is angry. Even the littlest things shouldn't be taken personally. Point being, retail takes a lot out of you but as long as you don't return any anger, the customers problem will be solved before you know it and you'll probably never see them again.
Hooper-Note your disrespectful
I work in an urban area and we get threatened almost daily with customers saying they will come back with a gang of people when we close.
I personally had a customer come at me behind the counter, and if he wasnt old I would have dusted his ass.
If a customer comes in like a normal human being then I will go out of my way to be sure they get what they need as fast as possible.
However, if you fuck with me, I will make it take weeks.
People need to inderstand that even if there is a problem, we are people too, with rules to follow. Dont come at me right from the start screaming and yelling, that will only make your day worse.
There needs to be more videos on teaching customers how to complain more effectively rather than be jerks.
I love how people who went from high school. to college, to a cushy 10th-floor executive position, know EXACTLY how you should deal with an angry customer. They just KNOW that their approach will always work. They don't account for the epidemic of mental issues among the general populace. In all of their made-up scenarios, they never once account for someone who may not follow their script. You get people who are being totally unreasonable and there is no way they are going to take anything other than their unreasonable demand. Companies pay you low wages, to deal with ridiculous mental issues all day. You get yelled at by customers, then yelled at by managers because you couldn't make the customer happy. Places like Amazon and Facebook have it right. Offer no customer service. You aren't happy with your purchase? Then don't shop here again. Companies waste billions every year in 'customer support' that has never once been proven to retain a customer or lead to additional purchases from a customer that they wouldn't have already made. The time, effort, and money it takes to get an angry customer to make one more purchase are 10x whatever income you are going to get out of them. People are either going to have a good experience or a bad experience. Everyone has their own personal preference. There are companies that my wife hates, but I love. They have my business and shouldn't worry about bribing my wife to be a customer. Focus on the customers that love you and for whom you are doing right already.
This! Low wages to deal with people with mental health issues. It literally is like working in a psychiatric hospital where the patients can omit themselves in and out anytime and you can’t do anything about their behavior. It’s insane when you think about it. I have to say a place that “fixed” an issue I had never made me a true customer anymore. Because all I think is “I don’t want to go there, my item may come out of poor quality again”. The employers who think this is how you deal with customers never had to deal with customers.
It's simple. I'm a supervisor and if they get edgy I just try to reason with. If they really kick off just refuse to help them. It's their fault they can't behave.
Some poor guy is about to get a real pain of a mother-in-law.
Step 1: Reflect on how sick it is that this lady reacts to a defect in a shoe made by children in a sweat shop as an atrocity against HER.
Step 2: Reflect on the fact that this customer has no qualms about directing her frustrations abusively on another human which she has never met.
Step 3: With the aid of a doctor choose a prescription which is tailored to your own personal society-induced depression.
Step 4: Follow the steps in this video.
Step 5: Wait for the comforting embrace of death as you are finally freed from the burdens of consumer-driven capitalism.
(Is it really obvious I'm wasting time at work right now?)
Great advice.
+antihermes Or wait for the "comforting embrace" of communism and then not be able to buy anything at all and starve to death.
+GBoi1 I said capitalism and you said communism. Good word association!
+antihermes You are clearly a communist.
+GBoi1 Lighten up, Mr. McCarthy.
I remember working at a concession stand. The customer was impatient. After I served him whatever unhealthy abomination he ordered, he expressed his gratitude with "Thanks, bitch." To which I reacted "unreasonably". Needless to say I got fired. But hell, I can't work a job that requires you give up your self dignity and respect.
Just to reiterate. He said, "Thanks, bitch." Anyone who says not to make it personal for he didn't make it personal is outside their minds.
Scott M STFU and quit whining, u bitch.....
Jason King. You would say that to someone over youtube comments. Otherwise, otherwise I'd make you my bitch.
Scott M
"bc your ass got cyber-torn apart.".... keep dreamin fuckface....
Like, you'll totally have no control of your bowel movements
You should never say "I'm sorry..." that could be taken as responsibility. Instead, say, "You must feel terrible that happened." You show sympathy without taking responsibility. Good and informative video.
The shoe is dead because she killed it.
lmao this made me laugh a lot
HURRY UP- THE WEDDING ITH THATURDAY!!
I've been in the service industry for years and, she is better than most customers I've dealt with.
The intro music killed me LMFAO that old lady reminds me of my grandma she would go off on someone like that
She's middle aged
There's no reason to behave that way. It's a shoe, and it's not as though the clerk hand-crafted it himself. I just love how customers feel like the clerk is the one who controls everything in the store, like he's the Wizard behind the curtain. Idiots.
For reals
I deal with screaming idiots every day. Unreasonable and unthinking. A few nice words and a simple solution and the customer is eating out of your hand! Many even go overboard and end up apologizing to me.
I would simply solve their problem straightaway, to the extend it's fair. No need to start a stupid rant.
This derserves an Oscar, 10/10
she's very rude and negative. she needs to chill. if I were her, I'd just politely talk with the associates about the problem and smile as I'm telling them what happened instead of being rude and yelling at them.
Jennifer Warth best way to deal with it. Any time I have ever had a problem, talking calmly has always worked. Shouting and screaming doesn't
Yup! Very true! When I worked in retail about 5 years ago, the angry people made me kinda mean and stubborn back. It didn’t make me extra nice to them.
This is how I work out angry customers: I listen to them, I don't show any emotion, and once they are done ranting, I give them solutions. Why feed into their emotions? Why give them any reason to go after you? Give them the solutions, if they don't like it. They will rant more and leave. Sorry folks, I'm not bowing down to your childish behavior, if you want to be a child, go back to your mommy and daddy and suck your thumb.
I say to them "please, pay attention to me because I'm saving your time: I would solve your problem till the point it's fair"
I worked at a hire company and had a customer order a rotary hoe that was too small for the job, against my advice. It broke down, of course, and rang up to complain. I drove out with the larger machine and swapped it over. He agreed to pay the difference and was quite happy that we didn't charge for the damage or delivery... He continued to be a customer for many years.
The best thing you can do is not respond in any way to their actions .. I know it's hard to do but just treat them completely normally as you would anyone... Don't come down to their level just remember there in a low level Conscious state.. These kind of people only have one goal and that is to upset YOU.. if they cannot upset YOU .. they lose..
robert hingston yesterday I had to deal with a customer at box office because I accidentally gave home the wrong showtime and he said he came in early to get the tickets so I understand why he would be upset! But when I did his refund and gave him his receipt I have to Inform him since he paid in card he'll have to wait 2-3 business days for his money to go back to the card and he was very upset about it and then tells me " oh so now i have to wait 2-3 business days because of your mistake?!" And honestly I felt bad for him and I Wish I could give him good seats! And this was my first time dealing with and upset customer and when he told me that i don't know what got to me but I almost cried because I have never been spoken to that way and I just calmed myself and proceeded to help customers. But in box office you deal with a lot of customer service and answering the phone too so it's a bit stressful also and just having to deal with complaining customers everyday!
most have a genuine grouse. but some love to make trouble . and when you get angry theyll demand all sorts of things...My manager told me'the customer is not always right; we just make them feel they are..'' so we have to be very tactful...
A kick in time saves nine.
yeah if you fight back, youre no better and you lose your job or worse, your bonus or cut in pay..
not worth it. not for this kind of people
You don't need to "fight back", only to show that you don't like that.
As an ex retail person myself, I can almost relate to this. I really wish they would put us in training on how to deal with angry customers instead of putting you out there in the wild so to speak so you have to think of what to do yourself. This should be part of training.
Customers are never angry at the situation. They're always angry at the service rep.
I love how these videos show you how everything is happy in the end and everyone is a winner. Lmao. In real life customers demand a cash refund and get crazy when they don't get their way. They start cussing and saying things like "this is fucking rediculous!" and oh they never have their receipts
Or or start cussing you out and threatening you and stuff lmao
I WANT MY MONEYYYYYYYY
I swear this is my mother in-law but with a thick Brooklyn accent
😂😂😂😂😂😂
Better acting than Leonardo Di'Caprio, he does not deserve that oscar
if it keeps you mad i hope he gets another one.
He’s become annoying in recent years,
I work in Customer service. Listening complaints of angry customers frequently is really worst. They was scolding, saying impolite words and requiring...blur..blur...But no matter what they're customers who pay to service. Good day to meet good King/queen or bad day to meet bad ones. That's Customer service!
To be honest, I watched this in college on Wednesday this week, and I actually found this simultaneously funny and also educative. Thankfully it wasn't 100% real, since it was staged to begin with. The first favourite part is the intro, of the customer fiercely staring down the clerk, he shat his pants with dread, and fled from his incoming plight. The song from SpongeBob SqaurePants really adds to the joke here, LOL. 🤣 And the other part I found funny, is that she exclaims that the shoe is dead, as if it was a killed animal she adores, when in reality, it isn't. LOL. 😂 Really deserves to be part of a try not to laugh challenge, and it would also be hilarious if the narrator had to face yet another angry customer, but this time he/she charges and smashes through the wall, and the dude will flee in terror. Hahahahaha! 😁
*favorite
@@PatricioCharlie That's the British way to say it, dumbass.
Never say promise.....
Yep. NEVER say promise to a customer because something can go wrong that wasn't your fault, and the item that you PROMISED isn't in when you said it would be, and the customer is yelling at you for not keeping your word. Bad idea.
I'd take the Al Bundy approach to this situation
Exactly
Some customers can be very difficult, but many businesses make their own problems eg. a busy supermarket with only 4 out of 10 checkouts open..etc etc.
There isn't always the staff to run them, most companies cut hours to save money, many these days run on skeleton staff!
Hell Yh
give her an oscar for that performance
This is an excellent source of customer service relations think of the CLEAR acronym. Communicate Listen Empathize Apologize and Resolve.
Step 1: Don't work in customer service, management or cashiering.
This concludes the lesson.
The shoe is DEAD!
*LOL* The "Jaws" type music at the start!
This was surprisingly realistic acting as far as the customer went. Although damn. First world problems holy shit.
I had to watch this in my hairdressing class the other day 😂😂
WOW ! that's wonderful ! Well done....
The problem is customers think employees actually care. If I where in that situation, I would do or say anything just to get this lady out of the store ASAP! And if she came back deny everything.
This vedio is really usefull, who ever working in customer service should watch and learn this
This is very helpful!! thank you!!
*item wont scan the first few times*
Customer: "Must be free!"
Me: *struggling not to reach for the box cutter* "Hahahaha. Wow...Never heard that one before..."
JitterBugIs ForOldPeople omg yes why do they say tat lolz 😂
i think this video would be very helpful for new employees.
Great job by the employees keeping their cool and not threatening them with violence like brad hamilton did on fast time (the character I should say)
love that movie ! Fast Times
Never apologize unless the situation was actually your fault. This crazy old bat started using the word "you" in her statements like the salesman she was talking to was at fault. It was probably that guy who sneaked out at the beginning who was at fault.
What difference does it make? They all work for the same company.
@@Anurania Shuddup
Another thing is that you should NEVER let your emotions show infront of the person cause ANY sign of weakness ie faltering, hesitation, or just haveing that deer in the headlights look will give the enemy power..I mean CUSTOMER!
love the bassoon in this
Good video, informative, thank you.... and I like Paul, his facial and body language.
I SCREAMED WHEN HE HID
Those shoes (and this comment) may not be well made, but this video is pretty awesome, esp for training fare.
can we add a scene of the person putting the shoes back in service with a drill and box of drywall screws here....we can repair those right now (whir, whiz, buzz) your ready to go..... just remember the screws go from the bottom of the sole into the heel, not the heel into the sole!....(hands out bandages)
Almost perfect, but he really should have just recommended she exchange them for another pair. That way, her problem can be dealt with immediately, and you can make sure she gets a good pair that will work for her, and make her try them on before she leaves. Then you can send the other shoes for a repair or claims disposition, and it won't matter how long it takes.
When a customer is on a deadline, especially less than 1 week, it's a bad idea to make them wait for a repair or delivery
Yeah lady self service . You fucking do it !!
You're being sorry doesn't put new shoes on my feet hahahahaaha
Let them vent, show you are listening empathetically, apologize, ask questions to make sure you understand, reflect back what they are saying, ask how they want the problem solved and come to a workable solution
It never works out like that lol. So glad I don't work with customers anymore, I was a bank manager for entirely too long.
One of the first things is not to take anything personally. What works for me is treating the situation like role play. I would not get mad at an actor reciting lines on stage and if you think of it like this then you can remain objective and focus on dealing with the customer and doing your job.
Kenney I
To be fair, this does look like it was made in the 80s.
As a former retailer I know the pain of this
“Hello, I’m Jay Taylor, and I hate my job.”
Great! Now get back to work!
i hate these kinds of jobs -_-. id rather clean toilets than deal with custommers, its not for me :(
Toshiro Hitsugaya good point
I'm a professional customer troll.
Toshiro Hitsugaya yes true
Jenny hmmm
My job rite now :(
Wonder how Al Bundy would've handled this ???
just to get a customer to come back, I would even glue that broken heel for her...more and more companies are taking the personal approach if theyre empowered to do so..
Have Sugru at hand ;)
awsome and reality
Remember spongebob:
People
Order
Our
Patties
Hoopla! :D
Lol! Had a customer come into the shop the other day that yelled "Hello? Hello? What is this, self service?" Now I'm wondering if she watched this video. I was the only one on the shop floor and was manning the tills AND doing general shopwork. The woman was pissed at me though. WTF I'm only human, and I can't split myself in half!
who else assumed the narrator was GOING to say "put yourself in your customer's shoes" and didn't :D lol
Old ladies actually do come into my store and shout hello. I run away.
What retail store actually sends shoes out for repair? In the United States no less…
People used to get so angry when we handed them their fast food and the paper bag had a little bit of grease on it from us putting their fries IN the bag
I'm sending this to the Brentmeister General.
What room are you in? 362. There is no 362 in this hotel. Sometimes the complaints will be false.
This is a great video.
I'm been there Ms. Decker and understand the situation perfectly.
I just wish there were more "Paul" out there at customer service.
Good customer service as his and common sense seems to be very much instinct now days.
3:29 one shoe on counter, one in box
3:35 both are on the counter
3:49 one shoe is back in the box
Unfortunate follow-up: Mrs. Decker passed away in a violent car crash while traveling to her daughter's wedding venue. The cause of death was decapitation; her head was never found. Several family members witnessed this occur.
Customer Service Rep used Reflect. It's super effective.
I love how she said she's tired of this I get customers like that all the time talking about how when they come in its always shitty and they are never coming back and yet they always come back and complain about it over and over how about this Don't fucking come back, customer is always right goes to their fucking head!!!
Dealing With Angry Customers, coming to a store near you, 2015, LOL.
What would al bundy do???
Took the words right out of my mouth 😁😁😁
Haha Robinsons May 'Training' from the 80s-90s lol
Really True
I can relate to the customer.
She reminds me of Joy Bahar lol
Both despicable people
@@brandonj7263 😂😂😂
He was in something else... he looks so familiar
Sometimes I think they might be a competitor trying to bring down reputation. Either way, not getting into a fight with them is essential. Even letting them go is better than causing a ruckus.
@Dollxhie So true!! Most of the rules that customers get upset about are made by corporate bigwigs who never have to deal with any of these customers that get angry about them. It is the low paid customer service associates, who have no authority, who have to take the brunt of them while the bigwigs sit in their cozy corporate offices for the most part.
I would have said:
"Okay, I will give you a new ones"