Angry Customers

I am polite to a point and then I just shut down. If I can't solve your problem with my suggestions then I am not sure what I can do. So then I just ask "what would you like me to do for you?" Then I let them answer the question for me and we can go from there.

I am usually working in the fast food area--taking a break right now--and let me tell you, there are a lot of rude and mean customers that come through there. It is as if they think that they are better than you because heaven forbid fast food is the lowest job you could have and you must not be too smart if you work there. And I got SICK of it. I understand if your order was totally messed up or if we forgot to get you ketchup...I am usually very apologetic for that. But when you walk up to me and just look at and talk to me as if I was completely stupid and a low life...well then you and I are gonna have issues. I have made comments to the rude ones, I am sorry but there are times when enough is enough. But the cool thing that I have found myself doing is that I can do it with a smile!! And I am not sure if anyone is aware of this, but a manager can make some big bucks doing that line of work!! I knew of an area manager that was making over $100,000/year. To me, that tells me that even though you might look down on those who work in fast food, we are the ones reaping the benefits because you are buying the friggin food. And those of you who do exactly what I stated is not cool...ya know, treating us like crap, you might want to stop because we are the ones making your food!!!

I try being polite and courteous but at one point I just give them a patronising comment and it usually asserts that I am not totally at their mercy and they have to stop. I was once at the tele-customer service department of a paging company and this guy called with a complaint and when I asked him for his number and details, he refused saying that he had already given it earlier to someone and would not, and wasted a few words there, I quietly pointed out, you said so much now, if you had to give me your number, it would have actually saved you some words..he stopped right there and complied! I have a soft voice so people don't take me as angry even when I say stuff like that, and I use that to my benefit!

Keep the anger inside and get them out the door. Or, when in doubt, get a supervisor and take the pressure off of yourself. That was always my way out.

omg! i once had this customer who was yelling at me cause we didnt have any of the new relases....i worked at blockbuster....and the new movies go out on tuesdays....and it was a tuseday and it was like 6 soo we were all out.....so hes standing there yelling at me while im ckecking someone out...and i was like sir im sorry we dont have any of them but you dont have to yell at me...and then this older lady comes up to him and was like if you want the movies you shouldnt of came so late....as now hes still yelling at me but hes walking to his son...well i called my manager up and then he took over....i worked the next day and i was telling my store manager about what had happend and the older lady comes in and was like i was scared for this young lady you had here all by herself i thought he was going to stab her! the guy was hella freaky too! i would have to say....just try to stay calm!

Well, since you don't need advice on how to handle this sort of behavior, I'll just let you know the situations I've been through and how I've dealt with angry or unhappy customers. In my previous experience, dealing with angry or unhappy customers is not always the most fun thing to look forward to when working at a job, but it's a reality of life and something that has to be dealt with. Not every customer can be full of sunshine and rainbows anyways right? In my previous job I worked in customer service for a clothing store. Every once and a while I would have to encounter a really angry customer. Usually they couldn't find what they were looking for at the store I was working at. If they brought it to my attention, I would try my hardest to make sure they at least left the store knowing I did all I could to help them. There were times where they would come in looking for a certain shirt or pair of pants and when we did not have the right size in stock or even if we didn't have the right style...I would tell them I would try other stores to see if they had what they were looking for. Most of the time I would be able to locate something they were looking to get and I would send them to the other store. There were the odd customer though that no matter what you did it made no difference. You could search all those other stores and even if they had what they were looking for, sometimes the customer would still end up leaving unhappy. It's hard to deal with when you know you can't make a customer feel happy with their shopping experience. I know I've been there too when I've gone into a store and looked for something. Sometimes I find what I'm looking for and if I don't I always try to ask. It's only when I feel I'm not getting the right type of service that I get frustrated and begin to get a little angry. I applied that to when I was working in the customer service field. How would I like to be treated as a customer? So, in conclusion, I'd like to believe I have a pretty good strategy when dealing with angry or unhappy customers. I just know I have to try my hardest to make them happy. At the end of the day sometimes all you do might not be enough for them. All you can do is keep in mind that you tried your hardest and did all you could to help them and if that isn't enough...there's not much else you can do. If all else fails...kill them with kindness!

Yes I think everybody in this world has to deal with angry customers sometimes or the other and the way out is just be polite for sometime and then just pass it on to your supervisor to act on that.

I am jsut polite to them. If we are out of something I jsut say I am sorry.

Normally i just bite my tongue and be nice as i possibly can, I find most times when you continue to be nice to them like real suck up nice it really annoys them and they usually give up! Or if i am pushed to far i just say, it is obvious you arent going to listen to me, Unless you are going to speak to me nice and show the same respect for me as i am for you then this conversation is over, Or if you would like to hang on a minute i can get my manager/boss.

just let he calm and release all the pai in his a.s .then speak loudly to explain to show we are good and not the coward! ...

Sometimes you really can't deal with angry customers. Most of them make up their mind way before they enter a location about what they want done and how it's supposed to be done, and they make it clear, or don't about the entire situation. I think you can only do what you feel is right.

I always instructed my employees to repeat things back to the customer so they get the feeling you are listening to them for instance if the customer is complaining about not being able to talk to the doctor right then I would say "I understand your frustration, and that you need to talk to the doctor would it be helpful if he called you back by the end of the day." Instead of saying "He can't talk right now I can take a message" It sounds so crazy but for some reason people really calm down when they know you are really listening to them and not just giving them the a cookie cutter answer. I have years of experience managing under my belt, and this is truly the best way I have found to deal with angry customers. Of course once a person crosses the line with vulgar language or threats it is time to stop the conversation or ask them to leave.

i have customers like that too.i have to bear with them and i try to mke them happy by smiling to them.you also have to be tolerant

I can relate to your experience, I used to work as a customer service and I have encountered lots of difficult customers. Dealing with agnry customers is practically unavoidable. They say that in customer service, "LIFE IS LIKE A BOX OF CHOCOLATES, YOU NEVER KNOW WHAT YOU'RE GONNA GET." There are different strategies to different cusomers depending on their concern. few things should be considered: courtesy & respect, empathy - when customers are angry, upset or nervous or even frustrated, expressing empathy can make them feel better. Redirect the customers attention toward finding a solution to their concern.

Just give in to their requests without compromising your products, services and people.