How can I reason with an unruly customer without arguing and becoming stressed out???

Question

I work in a video store and this woman CREATES a scene every time she comes in. Im pretty sure she is agitating the situation just to start arguments. She has had several other arguments with several other employees so i know im not the one starting the trouble. I try my hardest to avoid conflict but we seem to argue every time she walks in. What is the best way to avoid this type of confrontation and the stress that comes with it. How should i confront her when she becomes unruly and uncontrollable?

Answer 1

tips to help you through:

1. You have heard it before, but really put it to use, stop, count to ten, and take a deep breath. The unruly customer is not attacking you personally. They have their tantrums because it helps them get their way and it has worked for them before. They do not know you and they do not care about you. In their minds, it is all about them.
2. Repeat what they are saying and the direct facts back to them. For example, "I cannot use an expired coupon and give you today's sale price."
3. If they are dangerously unruly, call security. You should not have to deal with a dangerous situation. If you work in an area or store that does not have its own security, call the police.
4. Still can't satisfy the customer, call your manager. Before you call your manager, ask yourself if you have done everything you can because your manager will most likely offer the customer a reasonable "deal" just to get them out of your place of business.
5. Don't take one customers bad behavior out on the next customer. One bad situation is unfortunately part of a customer service employment, do not add to it by emotionally responding to the next and most likely innocent customer.
http://www.helium.com/tm/420894/manager-retail-world-unruly

Good Luck, faith

Answer 2

Stress in a video store?? I would ask her to speak to the manager and or come back when the manager is in. Write down the dates and the problems that she has had with the other employees. Give this to your manager