About two weeks ago, a friend and I went to the movies and we went to the concession stand, and the two kids (around our age) who served us were extremely nasty (the girl slammed the soda cup on the counter & gave us bad looks the whole time while the guy had a nasty tone of voice). I tried to ignore it, but my friend was extremely upset. Later on, I got their names and when we went home I called the theatre and spoke to the manager, yelling over the phone as I described it. He only said that we should've gotten the manager when we were there when it happened. I work in retail myself as a cashier, and I felt terrible that I got loud with a manager, especially knowing that I myself deal with the public, but I didn't appreciate how the workers got with us either. How do I deal with bad customer service right then and there without losing my cool?
2007-03-10 00:15:08 · 14 answers · asked by Dusk 6 in Society & Culture ➔ Etiquette
Well, here's how I usually handle it:
I give them a smile, and I'm as kind to them as possible. If they don't return the favor, I lean towards them and speak in a quiet voice, so that they're not embarrassed. Then I say something like, "I understand if you're having a bad day, and I'm sorry if you are. But why would you want to spread your bad day to other people? That's just not very polite at all."
Usually, they immediately brighten up. If they don't, I ask to speak to their manager, and I explain to them that I've worked customer service (both in fast food and retail), and there's no excuse for their employees acting like that. If I'm REALLY angry about it, I just remember three things:
1. It's not personal if I'm treated badly. It's likely that the person might be having a bad day, or they don't feel well, or they haven't had a break for awhile. Maybe they even had a rude customer right before they served me.
2. I need to examine my OWN behavior. Was I polite? Did I say "please" and "thank you"? Did I make eye contact? Did I smile? If I wasn't, and I didn't, then I'M the one that needs to apologize, not them.
3. Before I offer ANY criticism, I need to take several deep breaths, and make sure I control my voice. One catches more flies with honey than vinegar. I usually try to place myself in the other person's position, and speak to them the way I'd want them to speak to me.
A little kindness goes a LONG way. So does empathy.
I'm sorry you had a bad experience. Many people aren't professional when it comes to their job.
2007-03-10 01:00:42 · answer #1 · answered by The_Cricket: Thinking Pink! 7 · 2⤊ 1⤋
I've had MANY instances of horrible customer service!! Most of the time I overlook it and chalk it up to them having a bad day. I work customer service myself so I know how rude people can put you in a bad mood. I'm extremely good at turning bad situations around though so I've learned how to deal with rude and upset people so they never leave unhappy! Oh and Gods Child, just from your answer I would bet that it's YOU who is the problem at that place of business and not the people who work there. Maybe you shouldn't be so judgmental.
2016-03-28 22:34:50 · answer #2 · answered by Anonymous · 0⤊ 0⤋
You are not responsible for the actions of any employee, anywhere. So, therefore, the best policy is to remain, if you can, calm, cool and collect. Monitor the bad behavious, accept it at the time, and then, after you cool off, report it in the right direction. You can now choose whether to frequent the place in question from this day forward, depending on the response recieved when reporting the action. As well, it is very difficult for ANY employer today to get, and keep good help..It has to do with so many things...if only employers had the chance to take a chance on hiring and firing until the right ones come along, it would certainly show to potential employees that it is a 'right' to work and to put your hours in properly...it gives great experience that will follow you for the rest of your life...but, alas, we are not in that time and place anymore...but I still have faith in human nature...keep up the good job at your place of employee and that may be the start as you can lead by example
2007-03-10 00:35:09 · answer #3 · answered by basport_2000 5 · 1⤊ 0⤋
Once, my brother and I went to the movies. Things went wrong, and my brother found the manager and complained. The manager informed him that he didn't know what he was talking about, and to go sit down.
When we left the theater, my brother told the manager that he would be hearing from us. He asked for the name of the owner.
We went home, and wrote to the theater owner. A nice and polite but firm letter. We listed all of the things that we felt were wrong, including the manager's attitude.
About 2 weeks later, we got an answer from the owner. There were 8 free passes to any theater in the chain that was owned by this company.
The letter went on to explain that they'd gone to that theater and checked on the complaints. They had found that we were absolutely right in all except one of the complaints, and had taken steps to correct the problems. The manager was going to be re-trained to deal with customers in a better way.
A week after that, we used our passes to go to another theater in that chain. The manager from the first place was now taking tickets at that second place.
We just grinned at him, and my brother said "Told ya" as we walked in.
2007-03-10 01:33:30 · answer #4 · answered by kiwi 7 · 4⤊ 1⤋
Don't take it personally....you may say " sorry you are having a bad day" I will try to be patient while you try to help me out. We all have bad days and the person may not even realize that effects the customers negatively. A little compassion and just a few words can make a difference for the next customer in line. I was always told to "Kill them with kindness". It may not help them....It is well worth a try! Be the bigger person and be pround that you tried to make someone elses day better.
2007-03-10 00:28:57 · answer #5 · answered by judyanncurtis 1 · 1⤊ 0⤋
it's so hard to keep your cool, especially with people your own age, however if you be extremely nice to them while they are being nasty, it makes them feel stupid. But in order to get their nasty problem taken care of, seeking a manager right then in there in front of them will be your best bet. Make it known that you either felt uncomfortable or had been rude to, whatever the case may be, but don't go overboard, as i'm sure you've seen people do.
2007-03-10 00:19:55 · answer #6 · answered by LoveYouJoseph 2 · 2⤊ 0⤋
The best thing that you could od is put them in a situation where they can feel exactly how you felt whe they served you so rudely, and then call them out on it politely.
I would have thrusted the drink right back at them and then asked them their names, and speak directly TO them as if you knew them instead of AT them.
Ee.g "I haven't done anything to you (person's name) I was acting civil and polite, so why are you giving me attitude (person's name)? I wasn't at all trying to be disrespectful, so neither should you, it's common courtesy.
If they are still rude then in your calmest voice ever and attitude ,brush them off with a simple remark that if their jobs are so miserable an demeaning or if they are having a bad day, try taking it out on themselves instead of paying customers like yourself. Suggest: "why don't you handle your own food roughly on your 15 minute break, while glaring at yoursel fin the mirror?" Replies like that will call them out calmly for their ugly attitude and service.
2007-03-10 00:32:11 · answer #7 · answered by GreyRainbow 4 · 2⤊ 0⤋
first don't be threatened by anyonelse's behavior like that. look at it this way, did it cause u harm? was ur personal property harmed? and were they just embarassing themselves? no no and yes. so next time remember to ask yourself is it really worth it? to be upset and risk ruining the mood? next time just tell your friend, well u can be happy I am here with you and we are going to the movies together. now let's have some fun. and make sure he forgets it in a hurry. hold his hand or arm and when the lights go out give hime a mid level kiss.that will make ur evening better.
2007-03-10 00:29:33 · answer #8 · answered by spotlite 5 · 1⤊ 0⤋
You remain calm and don't take his or her behavior personally. You talk to the manager after the service is done. Most managers will either comp your meal or give you a discount coupon to use on next visit.
2015-12-15 21:53:46 · answer #9 · answered by ? 6 · 0⤊ 0⤋
I usually just take the names of the associate and go directly to the manager. I never call over the phone unless i am doing buisness over the internet. I always take my complaints in person.
2007-03-10 00:19:40 · answer #10 · answered by Anonymous · 2⤊ 0⤋