customer very angry n shouting at my sales staff,wat shld i,the store manager do?

Answer 1

I think most people would gravitate towards the Customer is always right principle. I worked at an amusement park and when this happened, my Supervisor without hesitation had the Customer escorted from the park.

His methodology was simple, he did not tolerate any of his Staff being mistreated by a Customer. Especially someone who easily displayed violence. He felt that he had to stand by his Staff. He hired them and trusted that HE made the right choice. He was consistent and never wavered.

Even if he had to write up the employee over the incident, any Customer that did not have the decency to maintain anger / violence was considered secondary to the employee. Corrective actions only occurred if there was a finding......it only happened once. The Employee cursed at an angry park guest, but was not fired.

The result.......loyal employees, good morale and a great work environment.

You have to draw the line in consideration of your Employees. No one should have to deal with a Customer that cannot be pleased...cut you losses and get rid of the Customer.

Answer 2

You should tell the employee to leave the area -- go in a back room or somewhere else away from the customer. You can then talk to the customer to hear why he or she is angry. You can apologise for whatever it is, and say you'll tell the owner so it doesn't happen again. Your goal is to get the person to quiet down and leave. If they want their money back, consider giving them a refund or discount or something complimentary to get them to calm down. If that doesn't work, then call the police. You and the staff should discuss emergency situations. The person who is being abused should get out of sight, but other employees should be nearby so that the customer knows you're not alone. If it's only the two of you, the other employee should call the police if either of you are being threatened. You can ask the policeman who responds for some ideas about how to deal with threatening customers -- you want the police to know that you're only going to call when really scared or if there's a real problem. Keep in mind that the employer is responsible for providing a safe place for employees to work. Talk to the owner about getting a hot button alarm system and a video camera that covers as much of the business as possible. Customers may not so fast to get angry if they think they're being videotaped.

Answer 3

Some of these answers are fantastic! I think it is important to try to please the customer. However you must stand by your staff when possible. They say a dissatisfied customer will tell others, but personally , someone telling me they had a problem in a store never stopped me from shopping there.
On a personal note, i once got reamed out when i worked at Zellers years ago. The supervisor did his best to difuse the situation, but in the end told the fella, he was blowing things out of proportion, and rude. I endedup crying in the staff room. The supervisor said, i should have told him (in front of the customer) that the customer was being verbally abusive and he would have just kicked him out of the store.

Answer 4

I really think businesses are too tolerant of this kind of person. My opinion is you don't need anybody's business that badly. Give the customer full satisfaction and their money back (unless it's a really extravagant item - if it's not worth going to court over just give back the money). And tell them they're not welcomed in your store anymore and that you will call the police if need be.
Few businesses take that stand nowadays. But I think there is a limit to "the customer is always right" and that these people are not worth it just by the atmosphere they create. Imagine another paying customer in the corner waiting to be served while this is going on - wouldn't you rather be spending your energy on that person?

Answer 5

Ask the customer to lower his tone and that things will be handled in a civil maner. There is no need for him to take things out on the employees of the store. Then try and settle the matter to everyones liking as much as possible.

Answer 6

Tell her you understand she is upset but shouting is not necessary. If she continues ask her to leave if she still continues shouting or starts threatening call the police and have her escorted off the premises. There is no reason to treat another human being in such a disrespectful way regardless of the cause of the anger. I never understood people like that. Do they actually accomplish things treating people like that.

Answer 7

Defuse the anger...discuss the facts ...be fair , but firm.

Always remember , a disatisfied customer will go & tell at least 10 other people if you don't resolve the problem !

Staff training on handling disputes & having a procedure in place is very important .

Answer 8

As store manager, you must be flexible. The policy that customers are always right(even if sometimes they are not) may apply. Anyway, you should try to appease the customer by listening to his complaint and promising to look into the matter yourself. That way your customer will go home satisfied and gratified.

Answer 9

determine whether the customer has a legitimate complaint. if they do, then fix it - simple :)

Answer 10

throw them out!!!!!!!!!!!!!!