Abusive Customers: Customer Service Training : Examples of Good Customer Service

[mattewmarshall]

Thank you very much for the share. You have some great uploads, keep it up!

[stoverboo]

I didn't hear anything about abusive customers. This is just common courtesy.

[ashatbracks]

Why the fuck would I say thankyou to a rude customer. I'd knock the fucker out and piss on his face and take a dump on it. If everyone else treats you with respect why does that one jerk-off feel the need to be  a faggot.

[llew777]

An employee is NOT hired to take massive abuse from RUDE, mostly uneducated,

customers, All the world should have to work in the service industry for at least 6 months of their lives, This understanding of this industry could probably prevent world war, Customers should learn RESPECT.

Rob From Canada

[OregonHerbalist]

Talk is cheap.

[dannyaadams]

OMG this is 2nd grade stuff? ps&qs? Everybody knows how and when to be polite. I work for a boiler manufacture. If a customer calls me a day or two before christmas with no heating and hot water, then believe me.. they are not looking for polite people! It takes some serious diplomacy to tell the customer that an engineer will be there in a week, politeness doesn't always cut the mustard. you have to speak to them as a human being would.

[jcfandago]

this should be viewed by the customers themselves, jezzz, not us. by the way, jpmorgan chase bank, na sucks arse. t-mobile is a fun place to work.

[pastorgeorgem]

FAIL THis never Works As they Say

[Clifftopher08]

Seriously? Who gives a fuck

[cdkreturns]

She's never worked tech support.

[234566tgvb]

Plus some people come in, after reading magazines released that day, then quote something out of it and then question why you did not know why page 210, line 10, word 10 for some magaine started with the letter A and say you know nothing, then walk out happy they out smarted you :(.

[234566tgvb]

I need help in dealing with customers who expect you to know everything. Work in electrical store, I've had customers kick off at me because I can't answer every question they ask. One guy expected use to know advanced SQL Database code and to give him free advice, an other expected me to know the exact speck and price, plus prices compectitors where doing, on a product we do not stock :(.

[zxcv1234vcxz]

She ignored the single most important one: Only talk about what the customer wants to talk about.

"Suggesting", "offering", "specials" and other nonsense are insults to the customer.  A customer is no more interested in hearing "Would you like fries with that?" than a woman who says "Hello" wants to hear "Does that include sex?" Unwelcome propositions are not welcome - that's what the word unwelcom means.

Talk only about what the customer wants to talk about, nothing else.

[RonixEnclave]

What?! Why would you not suggest things? So if I know a better plan for the customer that would suit their needs better, I shouldn't mention it and let them not know? You should ALWAYS inform customers of things. Otherwise they could be insulted you didn't let them know.

[zxcv1234vcxz]

That's not "informing", it's selling and whoring. If you can't grasp that, try reading Peters and Waterman.

No doubt you're not the least bit bothered by Radio Shack adding a dollar onto people's bills, taking money from their credit cards without permission, for an alleged "charity". Repeatedly Radio Shack was caught tacking the "charge" onto bills even after customers said no and refused permission.

[RonixEnclave]

Obviously were thinking on different levels lol. I personally look out for my customers. I worked at a retail store and would suggest cleaner for shoes and such. I wasn't whoring out. I was helping the person personally. I work at a bank now and I mention to people they should set up savings accounts or things like that who don't really do it. It's not about getting that extra profit, I do it because I genuinely care and a manager doesn't force me to do it.

[wyzemann]

@zxcv1234vcxz

Thank You so much for that bit of darn good advice. I work in the heart of customer service for a major retail giant who emphasizes that we sell all kinds of "extra services" to all customers. They have no idea how uninterested the entire public is toward "extras".

[zxcv1234vcxz]

@wyzemann - Your comment appeared 2 days after I went to an optician asking for EXTENDED WEAR contacts lenses.

The *optician* said "What sort of disposable contacts do you want?" I asked the moron FIVE times "What did I ask for?" before she smartened up and admitted that it was "policy" to push disposable garbage.

If she had been honest and said "We don't sell extended wear lenses", I wouldn't have needed to humiliate her in front of her employees. And no, I wasn't rude or abusive.

[RonixEnclave]

I'm a human. They are a human. If a customer is being out right rude, I'm not going to stand for it. I won't be "rude" back, but I will definitely be stern back with them. Taking charge is not bad customer service.

[zxcv1234vcxz]

@RonixEnclave : Annoyed customers got that way because of bad service in the first place. Next time you meet one, ask how many times he/she has been through "customer service" to get the issue resolved. Odds are, it's always at least twice.

Pretending anger happens for no reason ranks up there with "hate us for our freedoms" on the list of stupid denials of responsibility. Nothing happens without a cause.

[RonixEnclave]

Anger could come from their spouse beating them at home. Anger could come from their snotty nosed kid not shutting up. Anger could come from plenty of things. You probably never had to do customer service in the "bad" part of a city. It's a whole different ball field buddy.

[zxcv1234vcxz]

As per usual, someone ignorantly makes assumptions. I did work retail and what I said stands up: people were reasonable the first time there was a problem. Their annoyance always come when the store/business failed to solve it or hold up its end of the bargain.

And another demonstration of your willingness to speak from ignorance: I once worked for a "rent to own" store, one of the most loathsome types of business, and one were the poorest were regular customers - and taken advantage of.

[RonixEnclave]

Aren't you making an asumption that a business wronged them and the customer isn't trying to intemidate you to get their way? I guess you haven't experienced that.

[oblio1000]

I thought kissing butt and lying were primarily the dishonest tools of politicians until I took customer service training at a previous job. This training drives employees to perform or act like something they are not. Anxiety builds over time as employees feel dishonest, helpless and unfulfilled. This explains some of the responses below -

[AngryOpiumWhore]

This lady is such a brown-noser. She must just LOVE the taste of shit. If a customer gets rude with me, I get rude back. Dont like it, don't shop here cunt. If a customer whines about an issue gone wrong, I DO NOT apologize, after all its not my fucking fault. I dont understand what all this ass-kissing service is about. Customers who need to be apologized to over and over and want their asses licked are just lonely angry trolls who lack self-esteem. Im glad when they walk away frowning :)

[rsar1976]

this can be good for 3 yr old baby...

[animal3204]

i work at kmart, and a customer was rude to me and i looked her right in the eye and said FUCK YOU, i got away with it too haha

[MMZen]

It's interesting how the people in the trenches, on the "front lines" if you will are the lowest paid, least respected, most disposable, easily replaced. How can a company honestly say "customer service is our number one priority" When it's the lowest possible position in the company? Customer's routinely assume that a service person is low class or stupid and look their nose down on them. Then people wonder why they get shitty service, it's a vicious cycle.

[zxcv1234vcxz]

If the employees were given some autonomy and ability to bargain or solve problems, they could actually do something. Instead, they're told by managers, "This is all you're allowed to do, nothing else. If the customer doesn't like it, YOU deal with it."

That sort of attitudes is what led postal employees to go postal: they were being shit on by managers with no means of addressing problems, so they lashed out. If it weren't for the fact that retail sales is meaningless, people would snap.

[assaglioli]

@MIKEGULLANS You're hired

[Qermaq]

@MIKEGULLANS Unless she doesn't. Then you can tell them it wasn't so good.

[warlocksv]

Nice!!! I'm learning of you!!! I Need the advice

[olddirtysouth]

Yeah, let's all kiss the customers ass!!!!

[cabanaboi29]

this is so stupid that it should be illegal to post on Youtube.

[bananian]

o rly?

[LethalWolf27]

"god damn, I already said I don't want a fucking new 2 year contract"

[lazybones200]

if customer rings and start swearing " HANG UP " ..... tell them " im not being paid for abuse ! .."

[lazybones200]

some customers have the thought proccess " customer is always right ! " .. no such thing, unless they have experience in that field, yes try to empathise , dont grovel to their feet! .. they dont know all! .. put them in place, and suggest a alternative solution without being put down by them.

[danyoxd]

fuk customers

[uBeR1337gUy]

No shit. Fuck customers.