Customers explode over smallest items. What makes it worse is slow response time of management. Tips for cashier success until management arrives.
2007-04-21 16:20:53 · 6 answers · asked by ,,G'' 2 in Social Science ➔ Psychology
Say I understand. Keep saying that. If that doesn't work start agreeing with them. They are looking for an argument. Do not be defensive. Let them think they are in charge. Same response time but easier on you.
2007-04-21 16:25:54 · answer #1 · answered by Dovey 7 · 1⤊ 0⤋
Customers get angry if the person who is checking out cannot find their credit/debit card or money. The best thing to do is to apologize to the customers, and/or call for another cashier. Do not say anything which will upset the customer who cannot find their method of payment.
Customers get angry if a sale item does not ring up as such. The best thing to do is give it to them for the sale price--the customer has usually gone through the ad (or checked the tags under/over the item) and does know the correct price.
Customers absolutely become angry if a scanned item does not show a price at all. Check your ad, and if possible key in the correct price. Otherwise, you must wait for management to come and do so.
A cashier is a customer service representative for the store in which he/she works. The cashier must try hard to keep calm and maintain a cheerful attitude (as hard as that may be, at some times). Many times the cashier is the only store associate that particular customers see--so you are the reason why a customer will continue (or not continue) to shop at that store.
Do speak to the managers, and ask them how they would prefer you to handle these situations. This can vary from store to store. I wish you luck--customer service is not always the easiest type of work--it takes special people to make things run smoothly.
2007-04-22 04:54:29 · answer #2 · answered by Holiday Magic 7 · 0⤊ 0⤋
people love to be placated almost as much as they love free stuff. having been a cashier a long while back, whenever a situation, as you described, occurred, i'd apologize, side with the customer saying i know how it is (even if you have to fake it) and then in the same breath, offer them coffee, tea, whatever, on the house then & there or next visit. you might also want to throw something else into the 'pot' but the choice is yours. if management balks, ask them which they would've rather have: coffee given away or one very angry, irate customer? it worked for me!
2007-04-21 16:30:56 · answer #3 · answered by blackjack432001 6 · 0⤊ 0⤋
i don't think you can... i've worked in a shop for more than 8 years now and it happens all the time. i've learned the best thing to do is keep my mouth shut, walk away if i have to... one time a guy was cursing at me and i tried to explain that i was the bottom rung of a huge ladder and just explaining the company's nationwide policy... sometimes if you look really sad they ease up when they realize you're a person, although sometimes it just fuels the fire...
people need to yell, they assume cashiers are there to be yelled at. it's tough, the biggest thing to remember is to NOT do it yourself when you are the customer.
2007-04-21 16:32:29 · answer #4 · answered by Anonymous · 0⤊ 0⤋
agree the customer has the right to his or her complaint but ask them to leave a number if the manager isnt there and let manager handle it if they dont report them and you may be next to head up the store
remember customers are your job without them you are without job
2007-04-21 16:35:58 · answer #5 · answered by bill n 2 · 0⤊ 0⤋
All I can say is remain calm and apologize sincerely. Try not to get angry back. Some people are just rude and it isn't your fault. When they FINALLY leave do your best to laugh it off.
2007-04-21 16:25:02 · answer #6 · answered by pcchocoholic 3 · 0⤊ 0⤋