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How To Cope In Customer Service
- by rayz84
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- September 10, 2009
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- 1 discussion
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- 3 comments
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If you work in retail, this has happened at least once. Have you ever had that one customer that... made you want to scream? Made you hate people? Or that made you want to run them down and beat them viciously with a plastic hanger? Then this guide is for you. Here are a couple of ways that you can try to cope while dealing with these kind of people. I'd like to tell you that after that one, you'll never have to deal with that kind of foolishness again. However, since this is not the case, here are some things that should help.
#1: Take a deeeeeeep breath
Remember to breathe! In a situation like this, it’s easy to forget to do something that simple. Sometimes you’ll be holding your breath so that the words you wish to say won’t really escape. However, fainting won’t make things better either. Breathe deeply and try to stay calm. Getting in a shouting match with someone that’s stupid won’t get you anywhere.
#2: Try to reason with the person
At times, the person really doesn’t get what the problem is before they start arguing with you. Tell them why you cannot process the request. Explain your side of the situation to them. You are simply following procedure. Be calm about it, even if they start shouting, and telling you that they need the pants because they gained weight in August. There really is no reasoning with a fool (or with someone that wants what they want), but it’s worth a shot. Sometimes if you explain to someone why you are doing what you’re doing, they’ll be understanding.
#3: BE CALM, BE CALM, BE CALM!
If you don’t remember anything else, remember that. Even if the person’s hollering, screaming, and acting like a perfect fool… maintain eye contact with them, hear what they’re saying, but don’t let them get to you. Mentally remove yourself from the situation and see yourself as someone else watching this whole thing unfold. Trust me, it will at least keep you from jumping over the counter and doing something that will get you fired… and possibly arrested.
#4: Call in reinforcements
If the situation escalates, call in the manager or someone else that has been there longer than you. They might not want to hear what you have to say, but maybe they’ll hear it from someone else. There are people that will ALWAYS want to talk to the manager. They’ll assume that just because you aren’t management, you’ll never know what you’re talking about. Don’t be afraid (and don’t hesitate) to defer to someone else and get yourself out of the fray. The point is to get this person to calm down and get out of your store. Back up will reassure you.
#5: When all is said and done, and the customer is gone...
RELAX! By this point, best believe that you’ll be tense. Take a moment in the bathroom if you want. Tell yourself “I love my job, I love my job…” over and over. Even if that’s the last thing you’re thinking, keep telling yourself that. Maybe you’ll believe it eventually and you’ll feel better. After work, treat yourself to a pint. Of ice cream. Just make sure that you relax and forget about the situation. Heck, it might even help if you write about it or complain about it to someone with a listening ear. Just don’t let it ruin the rest of your day.
#6: And if these situations become frequent occurrences...
Consider new employment. Hey, it might be hard to find a new place to work, but don’t settle for staying somewhere where you’re unhappy or harassed. Surely there must be a better place to be employed.
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.jpg "Karey Ann")
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As a retail store manager for 5 years, I think this is a pretty good guide with some solid advice! Keep writing!
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