2006-07-30 15:37:02 · 7 answers · asked by desperado 1 in Local Businesses ➔ United States ➔ Los Angeles
Stay calm & outlive them!
Remind them that it's OK to introduce yourselves to each other.
Let them talk, I'd say. Until they are talked out. Then say some of what they've just said, back to them, politely, & ask if they would agree that this is the problem/or is causing the problem.
Write down what the problem is.
Only then ask for their name & address & write it down. Remember, you did not cause their problem, you are still learning what their problem is, and you don't know them yet.
Don't promise what you can't do - OK, they might get a refund, but it might not be your job to grant them one. It might be that your supplier will mail them a voucher.
Don't start saying Sorry. Why should you be sorry? It might not be your fault. You're doing what you can to help them with the issue, right? Good for you!
Don't act like a victim if you are being trusted to deal with difficult and aggressive people. You're there to get the facts straight, to listen & record your impression of them & how they came to be difficult. You can & should ask them what result they would like to see. You should write that down too so they know you are hearing them.
They are trying to show their strength & do battle with a problem. If you stay calm, they'll realise that that takes more strength & self control, and they will figure that it's better to copy you than be unpopular.
I got one company to redesign their complaints form. If the first thing a new manager has to do is ask "Name?" "Address?" it makes people real defensive & paranoid. They want to tell you about their problem, not give personal details to a stranger!
2006-07-30 16:11:11 · answer #1 · answered by WomanWhoReads 5 · 1⤊ 0⤋
you've been superb, you probably did each and every thing properly, perchance you've gotten appeared for the chief and merely double-checked that you've been alright to leave yet you've been superb. the waiter probable did not even recognize the meal develop into comped, hence the perplexed look. a greenback is superb from the sounds of it. you probably did not stiff him yet he does recognize he did a foul pastime. bypass lower back. next time, I doubt that new waiter will nonetheless be there. if the chief sees you, you'll likely get the appropriate waiter in the position.
2016-11-27 00:32:02 · answer #2 · answered by ng 4 · 0⤊ 0⤋
By company guidelines, a smile and be as polite as possible till they leave the store. Then go on a 5 min. break and rant and storm about them till you feel better or break is up. Resume duties.
2006-07-30 15:41:33 · answer #3 · answered by adgmonkey 3 · 0⤊ 0⤋
Always try to keep a sense of yourself, never let a situation or person get the better of you, it can ruin your day. So just realize that they are the one with the problem , not you and try to be as helpful as you can.
2006-07-30 15:42:55 · answer #4 · answered by Anonymous · 0⤊ 0⤋
smile and call the manager. I'm assuming you are paid by the hr. You won't make more even if you get upset, so it's not woth getting an ulser or upping the blood pressure....So just smile and agree
2006-07-30 15:41:22 · answer #5 · answered by beth l 7 · 0⤊ 0⤋
Desperado: Ever hear of "kill 'em with kindness"? It's a southern thang, but it works w/ yankees and snow birds here, too. Go ahead, try it, you'll enjoy the results... (be sure to smile, too)! At least then you'll know for SURE you tried everything! ;)
2006-07-30 15:46:00 · answer #6 · answered by mustang_sallylx 1 · 0⤊ 0⤋
Acknowledging their feelings seems to diffuse anger...expressing a real desire to resolve issues has a calming effect.
2006-07-30 15:41:46 · answer #7 · answered by R J 7 · 0⤊ 0⤋