Screen your emotions like a computer. The emotions are kept in one file to keep them from being infected by an aggressive customer. The customer service file is programmed to inflect emotions into responses so problems can be handled efficiently - or at least dealt with if they can't be (as in this customer's case). So, easy. Your feelings aren't hurt, and aggressive customer rushes off to inflict abuse on someone who'll actually be affected.
aggressive customers are fail, they should work at customer service themselves to see what it feels like to be treated like shit for no reason. BLACK CUSTOMERS ARE THE WORST!
@ashesnmisery I have to disagree with the Black Costumers part and I will explain: One point I DID deal with an Ignorant costumer, and I just about ALMOST had it, I didn't care if I lost my job, but he was behind this guy, and HE stepped in telling him off... The man walked off flustered and with a dick up his ass... afterwards me and the Black guy talked and laughed it off, and he is one of my regular costumers
lol i've been working in retail for years, i've put up with those customers constantly but i'd never cry about it!! my customer service was rubbish anyway because i'd give as good i'd get!! gotta love retail!
The software was working fine, but the issues was that he may of had a copy of it on his machine and was just trying to get it for free. As the software allows you to start it up without the disk, plus the software worked perfectly on both test machines without any issue. Plus after the swearing, throwing his rights around, etc. The dission was made not to do any refund/transaction for him, as we where not required to by law and it was at total disgression of the manager.
Today we had a customer who decided that they wanted to bring some expensive software back, after using it. They said the product was faulty, as it would not install. So we installed it on two diffrent machines set nearly at the same secifiactions he had and it installed perfect on both. We pointed out as he had used the software and it was working perfectly we could not accept it back. He just went on swearing and started throwing his imaginary rights around at use, then walked out swearing.
This woman must be a saint! had a guy like that when i worked in my local shop, telling me i was the worst customer service he'd ever had and effing and blinding at me, just because the cigs had gone up. Was so annoying because I couldn't defend myself verbally....so i refused the bastard HA!
The moment someone starts to swear at me I just put on my happiest face and ask him if he would be happier speaking to a manager. Then, I get my most aggressive manager. The second someone raises their voice to her, she usually says something like: "First of all, don't swear at me, second of all, we're done helping you." Haha
3. Ask them why they're swearing, because nobody else cares.
4. Ask them to say it again, for example role-play. Tell them to swear again and say 'this time, when you say it, show me true emotion. i know because i used to go to acting school.
5. Tell them they shouldn't be afraid of you
6. Tell them to stop fidgeting when they speak
7. Point out anything that may deviate their concentration from you.
HEEEEELLLLL NOOOOOOOO!!!!! He threw stuff at her?? He crossed the line. She should've slap the guy in the face for been disrespectful. And to a lady!! And you do have the right to refuse service to rude/aggresive customers.
Man I work in customer service. As soon as a customer gets aggressive and starts swearing I warn them about swearing and they do it again I throw them out the store with the help of security. I may not be high up in the business but I won't be sworn at for doing my job and I don't care what the manager says, whoever I kick out is banned.
But then if I do push more and try to sell. I'm too pushy and they complain. Messioning it to them does not make them the most happy all the time. But it does cover my back, so it something does happen, it their fault not mine. Which means any complaint can not be used agaist me, as I was just following company presedures and the laws as well.
I work in the car-rental services and I have to sell insurances for the rentals. I go to the SAME THING. We end up doing the same thing you do: tell them everything anyways so you can cover your back in case something happens. If they don't want the insurance that's their problem. At least I informed them of what could happen if they declined the insurance. Not my fault from that point on.
Or if I do mession it, but they do not want to listen, or decline. When somethinng goes wrong, they say I was not much of a sales person and should of done more to sell it to them. Trust me, they do that to me, as I have seen it with my own eyes.
For example, I have to sell insurance on the products I sell. Now if you do not mession it, it's my fault when somethhing goes wrong and should of told them. If I do tell them about it, then I'm trying to take monney of their hands and sell them stuff. Where am I right? Do you not tell them and have them coming after you when it goes wrong, or do and been seen as a hard sales person?
Problem with this stuff is that it's not good for your health. Plus it makes it harder for public companies to employ people to work. Plus the Guy IS the arse. The word IS is a important fact. Ow, you have the right to refuse service to abusive people.
the sad thing is, is that this is only getting worse and worse. people are just getting more and more angry as time goes on. WHY? Why do people think it's ok to act like this to strangers? trouble at home? turmoil in their life they aren't willing to handle. never the less, FUCK EM ALL! but with a little understanding.
I hear you. I also work at a pharmacy, and I deal with some mean people. But I would never let some unhealthy, pill-plucking, son of a bitch throw money at me and call me useless. I consider myself quitting my job, and ready to spend some time in jail because someone has to die.
It's not the questions that are the problem, it's the behaviour of the customer. In the real example we don't know what the customer's histry was, what had happened in his day, recent events etc that would have caused him to react to such a series of questions. Whatever it was he was out of order.
A simple "no" to that question and others will solve your problems. It's you who should be slapped for inciting argument and "having a holier than though" attitude. It's not like they love asking these questions, it's their job.
For a potentially lethal product like medicine, the questions might be valid, but you'll find idiots everywhere asking inane questions. When you ask for something, they should get it for you, not play "20 questions".
"I'd like a steak, potato, and steamed greens."
"Would you like a salad with your order?"
"Did I ask for one?"
"Well, would you like a salad?"
etc.
People that stupid need to be slapped, but sadly, it's illegal.
That's not an inane question, it's asked for a reason. Restaurants are in the business of making money, they ask that because a handful of people will say yes. If they can sell a couple extra salads a day just by having their employees ask a simple question, that's more money in their pockets. Hence the, "would you like some desert" etc. etc. People are so stuck up, I'm sure it's such a horrible inconvenience for you to say "no thank you."
Customer service tip:
Screen your emotions like a computer. The emotions are kept in one file to keep them from being infected by an aggressive customer. The customer service file is programmed to inflect emotions into responses so problems can be handled efficiently - or at least dealt with if they can't be (as in this customer's case). So, easy. Your feelings aren't hurt, and aggressive customer rushes off to inflict abuse on someone who'll actually be affected.
It's what I do. *shrug*
kittykatt1311 9 months ago
aggressive customers are fail, they should work at customer service themselves to see what it feels like to be treated like shit for no reason. BLACK CUSTOMERS ARE THE WORST!
ashesnmisery 1 year ago
@ashesnmisery I have to disagree with the Black Costumers part and I will explain: One point I DID deal with an Ignorant costumer, and I just about ALMOST had it, I didn't care if I lost my job, but he was behind this guy, and HE stepped in telling him off... The man walked off flustered and with a dick up his ass... afterwards me and the Black guy talked and laughed it off, and he is one of my regular costumers
mgrchip 1 year ago
ABRBRORRHBRBRBRBRRRRBRORRBRBROARBBRR BRBRBRIRRURBRBRBRRORRBRBRBAbBRRRBRBRBR BRBRBRBRBRRRRR HORRIBLEAUDIOQUALITYBRBRBRBRBRORRBRHURRBRBRHURRHURBURHRHBRURHRRHRBR!!!
KwipperTheBear 1 year ago
The guy was right, you are a useless lump, your working in a crappy Boots shop!
paladin696969 1 year ago
lol i've been working in retail for years, i've put up with those customers constantly but i'd never cry about it!! my customer service was rubbish anyway because i'd give as good i'd get!! gotta love retail!
kwizera721 2 years ago
Customers like that one need to be taken outside and "curbed":)
efxman 2 years ago
We see plentey of people like him at our work, it's not nice at all.
planemadmatt 2 years ago
she referred to him as a gentleman, he s not a gentleman, he is an aggressive man, but i would just call him a twat-little shit stain.
mboromboroone 2 years ago
I've had to deal with this shit before. Not as fake and not as dramatic, but anyone that deals with customers has had this happen to them.
Adraline 2 years ago
DAYUMMMM!!!!
moejazzie 2 years ago
this is as bad as working in Newton, Massachusetts....home of the most self centered, hostile people on the planet
inkey2 2 years ago
The software was working fine, but the issues was that he may of had a copy of it on his machine and was just trying to get it for free. As the software allows you to start it up without the disk, plus the software worked perfectly on both test machines without any issue. Plus after the swearing, throwing his rights around, etc. The dission was made not to do any refund/transaction for him, as we where not required to by law and it was at total disgression of the manager.
234566tgvb 2 years ago
Today we had a customer who decided that they wanted to bring some expensive software back, after using it. They said the product was faulty, as it would not install. So we installed it on two diffrent machines set nearly at the same secifiactions he had and it installed perfect on both. We pointed out as he had used the software and it was working perfectly we could not accept it back. He just went on swearing and started throwing his imaginary rights around at use, then walked out swearing.
234566tgvb 2 years ago
This woman must be a saint! had a guy like that when i worked in my local shop, telling me i was the worst customer service he'd ever had and effing and blinding at me, just because the cigs had gone up. Was so annoying because I couldn't defend myself verbally....so i refused the bastard HA!
Nemmersis 2 years ago
The moment someone starts to swear at me I just put on my happiest face and ask him if he would be happier speaking to a manager. Then, I get my most aggressive manager. The second someone raises their voice to her, she usually says something like: "First of all, don't swear at me, second of all, we're done helping you." Haha
AnnabelleAnne 2 years ago
Ways to fight the customer:
1. Act indifferent
2. Keep smiling
3. Ask them why they're swearing, because nobody else cares.
4. Ask them to say it again, for example role-play. Tell them to swear again and say 'this time, when you say it, show me true emotion. i know because i used to go to acting school.
5. Tell them they shouldn't be afraid of you
6. Tell them to stop fidgeting when they speak
7. Point out anything that may deviate their concentration from you.
xxTheatreOfFearxx 2 years ago
When someone touches you or assults you in anyway, I think they have steped way over the line.
234566tgvb 3 years ago
HEEEEELLLLL NOOOOOOOO!!!!! He threw stuff at her?? He crossed the line. She should've slap the guy in the face for been disrespectful. And to a lady!! And you do have the right to refuse service to rude/aggresive customers.
lorrblade 3 years ago
Lady or not, one shouldn't behave that way with ANYONE.
Driftaka 2 years ago
First of all u need to get a better microphone!
LAN748 3 years ago
Give that woman a Klondike bar.
xiala1980 3 years ago
Man I work in customer service. As soon as a customer gets aggressive and starts swearing I warn them about swearing and they do it again I throw them out the store with the help of security. I may not be high up in the business but I won't be sworn at for doing my job and I don't care what the manager says, whoever I kick out is banned.
Generalk 3 years ago 2
But then if I do push more and try to sell. I'm too pushy and they complain. Messioning it to them does not make them the most happy all the time. But it does cover my back, so it something does happen, it their fault not mine. Which means any complaint can not be used agaist me, as I was just following company presedures and the laws as well.
234566tgvb 3 years ago
I work in the car-rental services and I have to sell insurances for the rentals. I go to the SAME THING. We end up doing the same thing you do: tell them everything anyways so you can cover your back in case something happens. If they don't want the insurance that's their problem. At least I informed them of what could happen if they declined the insurance. Not my fault from that point on.
lorrblade 3 years ago
Or if I do mession it, but they do not want to listen, or decline. When somethinng goes wrong, they say I was not much of a sales person and should of done more to sell it to them. Trust me, they do that to me, as I have seen it with my own eyes.
234566tgvb 3 years ago
For example, I have to sell insurance on the products I sell. Now if you do not mession it, it's my fault when somethhing goes wrong and should of told them. If I do tell them about it, then I'm trying to take monney of their hands and sell them stuff. Where am I right? Do you not tell them and have them coming after you when it goes wrong, or do and been seen as a hard sales person?
234566tgvb 3 years ago
Problem with this stuff is that it's not good for your health. Plus it makes it harder for public companies to employ people to work. Plus the Guy IS the arse. The word IS is a important fact. Ow, you have the right to refuse service to abusive people.
234566tgvb 3 years ago
and a muffle muffle muffle to you to!
martinnitus 4 years ago
the sad thing is, is that this is only getting worse and worse. people are just getting more and more angry as time goes on. WHY? Why do people think it's ok to act like this to strangers? trouble at home? turmoil in their life they aren't willing to handle. never the less, FUCK EM ALL! but with a little understanding.
Garretthomas47 4 years ago
the sound sucks!
inachu 4 years ago
I hear you. I also work at a pharmacy, and I deal with some mean people. But I would never let some unhealthy, pill-plucking, son of a bitch throw money at me and call me useless. I consider myself quitting my job, and ready to spend some time in jail because someone has to die.
movinfoward 4 years ago 5
fucking piece of shit
Heftron 4 years ago 3
seriously, me in that situation.
i would have asked some to cover for me, whilst i kindly show the 'gentleman' out the store, and beat the living shit out of him.
i would never let someone speak to me like that.
ever.
rockerstorm 4 years ago 9
Useless lump
Rotdnavelc 4 years ago
get over it lady, welcome to the public
cabanaboi29 4 years ago 2
I would have let him killhimself with medication
hgallegos915 4 years ago 2
This is a great video, although the sound quality was poor..
artistvrd 5 years ago
I would "do a zidane" on that customer for been so damn offensive and rude!
dazcouz 5 years ago
It's not the questions that are the problem, it's the behaviour of the customer. In the real example we don't know what the customer's histry was, what had happened in his day, recent events etc that would have caused him to react to such a series of questions. Whatever it was he was out of order.
aspexmg 5 years ago
A simple "no" to that question and others will solve your problems. It's you who should be slapped for inciting argument and "having a holier than though" attitude. It's not like they love asking these questions, it's their job.
superdss 5 years ago
For a potentially lethal product like medicine, the questions might be valid, but you'll find idiots everywhere asking inane questions. When you ask for something, they should get it for you, not play "20 questions".
"I'd like a steak, potato, and steamed greens."
"Would you like a salad with your order?"
"Did I ask for one?"
"Well, would you like a salad?"
etc.
People that stupid need to be slapped, but sadly, it's illegal.
zxcv1234vcxz 5 years ago
That's not an inane question, it's asked for a reason. Restaurants are in the business of making money, they ask that because a handful of people will say yes. If they can sell a couple extra salads a day just by having their employees ask a simple question, that's more money in their pockets. Hence the, "would you like some desert" etc. etc. People are so stuck up, I'm sure it's such a horrible inconvenience for you to say "no thank you."
Glassjaw1877 5 years ago
Wrong, dipshit.
They asked me once. If I wanted the metaphorical salad, I would have asked for it then.
Asking about other things isn't about "serving me", it's about treating me as a walking ATM to get money out of.
zxcv1234vcxz 3 years ago
Excellent Video !!!!
embassyrowguy 5 years ago