I'am a waitress. Saturday night a girl came in to pick up her to-go order and she was VERY rude to me. She kept rolling her eyes, blowing, and even had the gaul to say that my attitude was a problem. It was my idea to call her back after she placed her order to tell her that we do not have ham for a ham salad. When we(the cook and I)were not able to get up with her on the phone I appologized to her(when she came in) about being out of ham and asked if she would like something else. She complained about what we had and that she didn't like it. I was helpful to her when she asked the prices of items and the sizes that the items would come in. The longer that she was there the worse she acted. While I was waiting on another customer she just wanted to know the number that called her(it was mine and the way that she was acting I wasn't about to give it to her). I want to know how to handle somone like this without loosing my job or causing a seen in front of other customers.
2006-09-04 15:35:38 · 21 answers · asked by ? 4 in Society & Culture ➔ Etiquette
I HAD to use my phone b/c the phone @ work can't call 901 #'s. No one has EVER ordered a ham salad since we have offered them-not my fault, my bosses which is the owner.
2006-09-04 15:56:22 · update #1
It sounds like you went above and beyond the call of duty on this one. you used your own phone to try to right the situation before this could transpire. It isn't your fault that it didn't work. I really don't see you losing your job over this- a person can only take so much.
I've found the best way to deal with people like this is to be very, VERY polite. Venemously so. Smile. Use a level tone of voice slightly softer than you usually would so they'll have to calm down to hear you. Look them straight in the eye so this can't be misinterpreted as submission. If they don't leave you a space to get a word in edgewise, don't try. Stand there until it subsides. They'll eventually run down. Onlookers will think you're a saint for putting up with this crazy b****, and with luck, the offender will realise how foolish they looked. They'll think you are a horrific snob, but your boss will admire your level head.
2006-09-04 22:48:55 · answer #1 · answered by Anonymous · 0⤊ 0⤋
I worked in stores for years and some people are just natural-born jerks. All you can do is the best you can do. If your boss has been in the business a while, s/he will know that you've done your best.
Just try to stay calm and give polite responses. It's not easy, I know, but that is the best you can do. Don't worry... everyone besides the idiot will think you're a saint.
I worked in an electronics store doing repairs and once fixed a guy's radio at no cost. He screamed that it couldn't possibly be fixed and stormed out of the store, slamming the door. I've been in the electronics business for 35 years, so I'm convinced it was fixed. But you can't turn a jerk into a pink pony, 'ya know?
2006-09-04 22:45:58 · answer #2 · answered by pvreditor 7 · 0⤊ 0⤋
Future reference.... say "I am so sorry but I have no control over the menu nor do I do the ordering. Please, let me give you the phone number and you may talk to my boss directly. I'm just a waitress here and I really can't do anything more but I assure you that I will tell my boss that we ran out of ham so he will know he should adjust his ordering".
I think that would calm a customer and also make you out to be a Good Guy!
Hope I helped.
2006-09-05 00:43:47 · answer #3 · answered by rolahey 4 · 0⤊ 0⤋
I think if a customer is being completely out of line, it's acceptable to politely ask them to leave if they don't want to show any patience or respect. Some customers will calm down after you tell them that and you don't have to get your boss involved. Most likely, your boss will be impressed that you were able to handle the situation in a calm and polite manner!
2006-09-04 23:44:24 · answer #4 · answered by Ashlee S 4 · 0⤊ 0⤋
You're in service.
Were you really out of ham? Or did you lie on purpose? You shoyuld never act likie she is pissing you off. If she keeps harassing you, the only thing you can do is have a manager deal with her, which is last resort.
You should, retgardless of the way you are being treated, continue being polite and calm- if you get mad, that jusdt gives them more to use against you. Adn other customers will see how you are trying to be polite to someone who isn't, cuse I always notice people being rude to employees, and have complimented them afterward if they handled it well.
Just assume that someone died and she's having a bad day.
And you should never use a personal phone for a business call.
2006-09-04 22:45:07 · answer #5 · answered by ladyalmalthea 2 · 0⤊ 2⤋
When someone behaves like a 2-year-old child that's how I treat them, customers included. That doesn't mean you talk down to them, because you would never (and should never) talk down to a child.
It means that you remember that a 2-year-old child can't help it, so you have to be patient and calm and realize that you've done nothing wrong so their bad behavior isn't about YOU, it's about THEM.
When dealing with an irrational customer I politely respond with: "I'm sorry I wasn't able to be of help, if you would like to speak with the manager I'd be happy to get him/her for you." Then when you get the manager calmly say to him/her: "We have an irate customer who would like to speak with you." Don't get defensive. Be confident because you've done nothing wrong and have nothing to fear.
Remember, with someone like that girl, being polite and CALM acts as a weapon against them. As long as they continue being rude and you continue being polite and calm, the better you look and the worse they do.
If the manager isn't available, tell the customer when he/she is expected to return. Then, to protect yourself, make sure YOU tell the manager about the irrational customer BEFORE the customer talks to the manager. You don't want your manager to be caught off-guard.
You will run into many irrational customers in your life, and sometimes you may even be one. Don't sweat it, in the end, you'll be fine.
2006-09-05 13:28:50 · answer #6 · answered by BOOM 7 · 0⤊ 0⤋
Sometimes there is no right way to handle someone that is determined they are not going to be appeased. Believe me, when you are nice, calm, and respectful to someone who is acting out this way, others notice and would probably come to your aid if she tried to get you fired.
Keep up the good work. Working with the public can be a pain, but it can sure teach you alot of lessons too.
2006-09-04 22:38:59 · answer #7 · answered by jorettah2001 3 · 0⤊ 0⤋
That is the thing that sucks about working in any kind of customer service industry. You have to grin and bear it. If you get someone that is uncooperative and only complaints to say sometimes the only thing you can do is refer them to the manager and let the manager deal with the irate customer.
2006-09-04 22:42:01 · answer #8 · answered by walkerhound03 5 · 0⤊ 0⤋
A wise man taught, "Treat other people as if they were in serious trouble and you'll be right most of the time."
You have no idea what caused her behavior, but you can control your reaction. As long as you remained professional and tried to help you have nothing to be ashamed of. If you feel like a situation like this is beyond your control, ask your manager for help. That's why they get paid the big bucks.
2006-09-06 01:39:42 · answer #9 · answered by drshorty 7 · 0⤊ 1⤋
You kept calm, very good. That is about the only response you can give to someone who is being completely ridiculous. Once you've offered her an alternative to her order then there is not much you can do if she turns it down.
2006-09-05 00:09:54 · answer #10 · answered by Lov'n IT! 7 · 0⤊ 0⤋