Don't take it out on the check out girl/boy

Claire_Bear

Takoda wrote: »

,

You need to ask someone who works in a shop where they have a high level of customer complaints which are all resolved amicably.

Like where? How do they resolve their complaints any differently to this because I'm sure people would like to know so they can also handle complaints in this efficient way. I imagine that the nature of the complaints in the kind of place you're talking about is going to be quite different than an angry, abusive and threatening person you can get in supermarkets, therefore there's no wonder that more complaints are dealt with more amicably. You say that the reason people can't handle situations like this is because they have attitude problems or insufficient training, yet you can't suggest a better way of handling it?

Claire_Bear

Takoda wrote: »

I worked full time in a bookshop (huge branch of Dillons the Bookstore) for 2 years from 90-92. Hated it but only because I was bored. Never got abused/spoken to sharply/sworn at/ complained about. Not because I didn't have any difficult customers but rather because I had the skills to deal with the odd problem customers I had and solve the problem rather than allowing the problem to escalate.

If staff are trained properly then they can deal with situations. We weren't trained particularly well - Dillons staff were very disposable - but there were a couple of good managers around and I picked up a lot from watching them.


Tak

Continuing from my previous post, apparently I should be asking you as you're one of the people who could deal with angry/difficult customers efficiently. So go on, share your secret...

Takoda

Claire_Bear wrote: »

Like where? How do they resolve their complaints any differently to this because I'm sure people would like to know so they can also handle complaints in this efficient way. I imagine that the nature of the complaints in the kind of place you're talking about is going to be quite different than an angry, abusive and threatening person you can get in supermarkets, therefore there's no wonder that more complaints are dealt with more amicably. You say that the reason people can't handle situations like this is because they have attitude problems or insufficient training, yet you can't suggest a better way of handling it?

What part of "I'm bored with talking to shop assistants about retail don't you understand?"

Most of you are so shortsighted that you won't even admit that you are partly to blame for situations escalating so I'd be wasting my time :rolleyes:

Here are a few suggestions for you. Ask your line manager. Put in a training request. Watch people who ARE good at their job. Go to the library and get out a book on dealing with difficult people! Your post underlines what I said earlier about young people not being willing to work at things. You want everything on a plate.

The skills of dealing with difficult customers are exactly the same skills involved in dealing with angry/upset people in the big wide world outside shops.

Now s*d off.

Claire_Bear

Hahaha didn't think you'd have a good response for that one. In the example I provided, the checkout assistant wouldn't be to blame at all, yet you can't provide any examples of what they can do better. And from my experience, that's exactly how things go. I don't see how you can deal with difficult people any better than being polite, making helpful suggestions, and trying to resolve the problem as calmly and efficiently as possible. This must be because I'm too young and naiive though, and my brain doesn't have the capacity to understand your amazing customer service techniques, which you're hiding away so well. I'd be quite happy to work on my obviously rubbish technique of being helpful and polite if only you'd give me a couple of pointers from your infinite wisdom.

Thanks for your mature response though, at least people can see that you're just bluffing your way through the conversation trying to look all high and mighty without anything to back it up

Takoda

Claire_Bear wrote: »

Hahaha didn't think you'd have a good response for that one. In the example I provided, the checkout assistant wouldn't be to blame at all, yet you can't provide any examples of what they can do better. And from my experience, that's exactly how things go. I don't see how you can deal with difficult people any better than being polite, making helpful suggestions, and trying to resolve the problem as calmly and efficiently as possible. This must be because I'm too young and naiive though, and my brain doesn't have the capacity to understand your amazing customer service techniques, which you're hiding away so well. I'd be quite happy to work on my obviously rubbish technique of being helpful and polite if only you'd give me a couple of pointers from your infinite wisdom.

You're obviously stalking me now so you can go on ignore as well. That's how I deal with people like you this summer.

Claire_Bear

Hahaha I replied to you twice, obvious case of stalking Or more like a case of knowing I'm right and having no better response than to throw your toys out of the pram so you don't have to reply

beth464

Takoda wrote: »

What part of "I'm bored with talking to shop assistants about retail don't you understand?"

Most of you are so shortsighted that you won't even admit that you are partly to blame for situations escalating so I'd be wasting my time :rolleyes:

Here are a few suggestions for you. Ask your line manager. Put in a training request. Watch people who ARE good at their job. Go to the library and get out a book on dealing with difficult people! Your post underlines what I said earlier about young people not being willing to work at things. You want everything on a plate.

The skills of dealing with difficult customers are exactly the same skills involved in dealing with angry/upset people in the big wide world outside shops.

Now s*d off.

I love people who can't think of a decent reply so they just say "I'm bored"
Judging by your responses on here, I really can't imagine you being very good at dealing with customers. If they're younger than you do they get told to go away? You sound so mature.

Claire_Bear

It's just because he's one of the grumpy old men who likes shouting at the checkout staff, and wants to feel justified doing it because they're younger than he is and therefore stupid :rolleyes:

valos_mummy

beth464 wrote: »

I love people who can't think of a decent reply so they just say "I'm bored"
Judging by your responses on here, I really can't imagine you being very good at dealing with customers. If they're younger than you do they get told to go away? You sound so mature.

I would have loved to have done that in my last customer service role...


Customer: "RARRR!!!! You are incompetent!! Raarrr rarrrr I want the moon on a stick, why can't you get it for me!?! Rant rant RARRRRR"

Me: "I'm bored of you. Now s*d off!!"


Wouldn't have been worth the hassle afterwards though! :rotfl:

I agree with kremmen's post about the "underlings". There have been times when I've had people rarrr and rant in my face; then when I'd go and get a supervisor/manager type they'd change in an instant. Eyelashes would be fluttered, there would be handshakes and "Oh, hello Sir/Madam. So sorry to be a nuisance but I was wondering would you mind dreadfully helping me with this small problem I'm having...."

:eek:....huh?!? Where is the rude a-hole I've just had in my face?!? They may be ignorant sometimes but they're not too stupid to figure out that the manager makes the decisions; but the meagre assistant can take all their vitriol.

I'm so glad I don't work in customer service roles anymore!

andyrules

eyelinerprincess wrote: »

Lol, don't you love junkies?

Dunno if I've posted this before, but my mum works in an electrical department of a supermarket, and a man came up and bought an ipod. Mum put it all through the till, checked everything was there and gave it to the man. He then asked the golden question: How do you get music on it? Mum then explained about itunes and importing CDs and so on, and there was a pause before the man says "Oh, you need a computer? I don't have one of those!" He honestly thought that you could record things off the radio onto it.

Doesn't that just mean he's a non-techie rather than a junkie